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  1. Jira Service Management Cloud
  2. JSDCLOUD-1476

Unable to @mention Customer or Request Participant



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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Atlassian Update - 16 February 2022

      Hi all,

      Thanks to everyone for their feedback. We have released some updates to @ mentions to unblock some of the critical use cases. That said, we do intend to keep improving this experience.

      We have made the following updates:

      1. Portal experience: End users can @ mention any user that they are allowed to add as a Request Participant. This means that, if the service desk has organisations configured and the end user is a member, they can @ mention anyone within their organisation. They also can @ mention any other user that the agent has added to the ticket as a Request Participant.
      2. Agent experience: Agents can now @ mention any request participant. They do, however, have to add them as a request participant first but can immediately @ mention them once they have done that (this allows admins to disable this feature by hiding the "Request participants" field from the issue view).

      Why can't agents @ mention any user? We are aware that many customers, particularly larger ones, may have thousands of users on their instance of JSM (in some cases, both internal and external). We want to broaden the pool of people that can be @ mentioned but will need to make sure we offer restrictions to respect privacy concerns first.

      We are looking to put a team on the next steps of this solution so that @ mentioning can be fully flexible based on your needs.

      In the meantime, we'd love to hear back from you as to whether these updates meet your needs.

      Best regards,

      Jehan Gonsalkorale

      Product manager, Jira Service Management


      When adding a comment to a JIRA Service Desk request, the @mention feature does not work for customers or request participants unless those users have permission to browse the project (basically being considered agents) or if they have made a comment on the issue.

      Steps to Reproduce

      1. Install Service Desk
      2. Have a customer create a request
      3. As an administrator, view the issue in the Issue Navigator
      4. Type a comment and use the @mention feature to mention the customer

      Desired Results

      • A list of suggestions will appear which you can choose the customer or request participant

      Actual Results

      • A list of users appears but this list does not contain the customer or any request participants
        • Agents and collaborators do appear in the list. Any customers and request participants who are agents or collaborators will appear.




        Issue Links



              a620038e6229 Jehan Gonsalkorale
              ywoo Yit Wei
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              471 Start watching this issue