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Suggestion
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Resolution: Unresolved
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1,532
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67
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
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:
- 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.
- 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
Summary
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
- Install Service Desk
- Have a customer create a request
- As an administrator, view the issue in the Issue Navigator
- 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.
Workaround
None
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- Gathering Interest
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JST-759837 You do not have permission to view this issue
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JST-776954 Loading...
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[JSDCLOUD-1476] Unable to @mention Customer or Request Participant
Our aim: A user can log a portal ticket on behalf of 1 or more other people, whom will all receive updates, using @
Not being able to @ mention in Refined. This feature is vital for many organizations. Atlassian should provide APIs so partners such as Refined can meet their and your customers need.
Dear Atlassian team,
Is there any update on this ticket? Functionality is very required.
Thank you for your feedback.
One of our customer feedback:
For the Atlassian Account with the JSM customer role the expected behaviour should be:
The user should be able to be added as @ mention without the need to add as RP or provide the user with Browse Project permission as adding the permission removes the ability to redirect links for the JSM customer portal.
The agents should be able to mention customers in the comment section without the above configuration.
Our organization needs to be able to @ mention users without them being added as a request participant, so that we can draw attention to a request, while excluding them from receiving notifications on the ticket thereafter. This is a feature in Team-managed projects. We've heavily promoted Company-managed projects to our organization and just migrated a team from a TM JSM project to a CM JSM project and this is a very undesirable find. Please release some options.
As we are not big company and have specific areas of expertise for our Agents, our customers quite rapidly can determine expertise of each Agent by name, surname and have requested an option to mention particular agent (that has access to project) in comment of request, so Agent can be notified when according to Customer understanding his input in resolving request would be valuable.
Currently it is possible for Customer user to mention Agent in case he/she is added to issue as Request participant, we would like to have option to mention Agent in case he/she has Project role Service Desk team(either directly or by group membership).
Since that does contradict general idea of Service desk in big companies or several tier support, presumably this has to be feature that can be enabled/disabled at project level.
Update: There is a dirty workaround - but still it has to be part of product.
For our use case, it would be amazing if Customer could mention "Agents" or even "Internal Groups" as configured rather than add them to requested participants (which they can't do directly) and then means all coro is received rather than the single mentions.
Due to this limitation at the moment, customers can't mention SDM/Leads/Managers etc on tickets which means previous use cases in Jira where they for example requested to have a phone call or escalate a ticket can't be achieved.