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  1. Jira Service Management Cloud
  2. JSDCLOUD-1476

Unable to @mention Customer or Request Participant

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    • UIS:
      0
    • Support reference count:
      67
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      Description

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

      Atlassian Update - 21st April 2021

      Hello all,

      We recently asked you for feedback and I'd like to thank you for taking the time for those that were able to provide it. It really helped us understand the need.

      We've been working on the designs for this problem and will provide an update once we are able to start the build.

      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

      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.

      Workaround

      None

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              Assignee:
              a620038e6229 Jehan Gonsalkorale
              Reporter:
              ywoo Yit Wei Woo (Inactive)
              Votes:
              456 Vote for this issue
              Watchers:
              260 Start watching this issue

                Dates

                Created:
                Updated: