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Bug
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Resolution: Fixed
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Low (View bug fix roadmap)
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7.0.0-OD-08, 7.0.5, 7.0.10, 7.1.0-OD-02, 7.1.0-OD-05, 7.1.0-OD-06, 7.2.0-OD-01, 7.2.0-OD-03, 7.2.0-OD-05, 7.1.6, 7.1.7, 7.0.0
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7
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NOTE: This bug report is for JIRA Server. Using JIRA Cloud? See the corresponding bug report.
Summary
The @mention feature of JIRA is failing to find some users (mostly ones with names starting with the initial letter of the domain) because the javascript responsible for this feature performs a filter over the results of a query via a REST call which is limited to 10 results. The REST call returns users which match the query string (username parameter in the rest call) based on if it exists in EITHER the username, display name, or email address. Because normally the domain matches many users email address, searching for users starting with the initial letter of the domain, will be filtered out.
e.g: mike@mydomain.com may be filtered out when searching for m if there are many more users with @mydomain.com email address and at least 10 users alphabetically before mike.
Environment
Affected version: 7.0.0-OD-08
Steps to Reproduce
- Create 11 users with the same domain email address. eg: @example.com
- Name the first 10 users with Letters before e
- Name the 11th user 'example'
- Try to mention the user in a comment.
Expected Results
If you use the complete username, or display name, the user should always appear.
Actual Results
Using the complete username or display name, doesn't show the user because the rest api is returning 10 previous users (but not displaying them as options)
Notes
When troubleshooting, take into consideration that you may need to refocus the comment box for the search to be done: JRA-59304
Workaround
Partial workaround
Try with a different user value (if you tried with username, try display name, or last name). The last name value works particularly well as it is quite unique.
Confirmed workaround
Typing the first few characters of a user's name and hitting the TAB button will autocomplete and allow for the user to be mentioned (until you refresh the page) e.g. John = Joh...TAB
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- Gathering Impact
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JST-195504 Loading...
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- relates to
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[JRASERVER-45836] Some JIRA '@mentions' are not showing all users due JavaScript and REST APIs filters
Hi mg1163163024,
This has already been pushed to the JIRA Cloud production environment. It is addressed by a full redesign of the mentions experience.
If you are still facing problems mentioning users, could you please raise an issue with us at https://support.atlassian.com so we can get the specifics of what is the problem in your instance?
Regards,
Oswaldo Hernández.
JIRA Bugmaster.
[Atlassian].
Deleted Account (Inactive)
added a comment - When will this fixed be pushed live? It's still a major problem for us.
Deleted Account (Inactive)
added a comment - When will this fixed be pushed live? It's still a major problem for us. 
SITEC
added a comment - This fix will be available for jira-server (jira-core)?
This problem affects more than 50% of users in my company. I wait for this correction to request renewal of support and update jira.
SITEC
added a comment - This fix will be available for jira-server (jira-core)?
This problem affects more than 50% of users in my company. I wait for this correction to request renewal of support and update jira. 
Pablo Culebras
added a comment - Same here with names starting by 'c' or 't'.
Very annoying... feature is not regularly used
After migration to JIRA 7 we've got a problem with incorrect working of @mentions engine in JIRA issue' comments.
Names starting from letters 'c' and 'o' are not displayed.
As workaround, users must type any other letter (for example, first letter of surname) so that mentioned person finally appear. After that, mentioning works fine within the current session.
It's really major problem for us. Every day our users send requests to our internal service desk system.
Public Update:
After more investigation we found that although this bug is verified, many troubleshooting tests might fall into another bug where the Comment box needs to be manually focused on by the user for the search to be triggered: JRA-59304
In other words, if the search is not returning any results for the user but the search criteria should only be returning the username because it is not part of the email domain, mouse click outside the box and back in to trigger the search and get the server results.
Cheers,
Mauro
I agree, this is happening to all our Jira users. We only see this problem when trying to use the @ mention sign in a comment.
@cdarroch Sorry, I just noticed your question. No, the problem does not exhibit itself in the Reporter or Assignee fields. And referencing one of the problematic usernames does +not + then make it temporarily accessible via an "@" mention (unlike @ mentioning a problematic user by last name, which then allows it to be found by first name until a new page is loaded).
Hi pje-sitec526182844,
This will also be delivered in JIRA Server, please watch for updates on this issue, as we will update the fix version once we know which JIRA Server version will contain the mentions improvements.
Regards,
Oswaldo Hernández.
JIRA Bugmaster.
[Atlassian].