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  1. Identity
  2. ID-7089

Cannot mention specific user in pages or comments at all

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      Update 2022/02/09

      Hi Everyone,

      We’ve fixed this for any new imports. New imports will not have any @mention or user picker issues from this username bug.
      We’re still working on fixing historical issues that the clashing usernames have caused. We’re working out a way to identify and re-associate users with their correct username, but this will take some time.

      If you do have users that still have this issue, please contact support with the userID or user email, and we can fix these users for you individually.

      In the meantime, I'll be leaving this ticket open until we have all the historical issues closed.

      Thanks for your patience on this issue, it has certainly been a challenge on our side to get it fixed!

      Cheers,

      -Kieren

       

       

      When trying to mention a user ( with @mention or mention ) or finding them in the listed users of a user picker field (eg. Assignee) the user does not show up as an option. The specific user can't be mentioned by anyone on pages or comments. 

      Steps to Reproduce

      1. Create a page or comment
      2. Type "@user"

      Expected Results

      • You can select the desired user to mention
      • You can find the user in the Assignee field in Jira

      Actual Results

      • The user doesn't show up as an option and cannot be mentioned

      Notes

      • This will also make it impossible to add the user individually on space permissions and page restrictions.
      • This is a very specific bug, but the symptoms are common. If you can [~ mention, or if you are unable to mention more than a few specific users, this bug is not what you are dealing with. 
      • The specific user will not be able to mention any other user as well.
      • In Jira, this seems to only happen in the new issue view.

      Workarounds

      • First one:
      • Second one: 
        • Go to the site's administration > Users > Select the user > change the User Role to Trusted, refresh the page and then, change it back to the previous role (Site administrator/Basic).
      • Third one (strictly for Jira)
        • Temporarily switch to the old issue view

              kdight Kieren (Inactive)
              awallace@atlassian.com Amber W. (Inactive)
              Affected customers:
              141 This affects my team
              Watchers:
              184 Start watching this issue

                Created:
                Updated:
                Resolved: