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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 - 28th October 2021

      Hi all,

      Thanks for everyone for their feedback here. We are currently working on this and will post an update once we have an ETA. Apologies for the delay, we have had to shuffle some priorities around to get onto this, but we are working on:

      1. Enabling @ mentions on the portal for end users
      2. Enabling agents to @ mention request participants

      I'll provide an update in the coming weeks as this moves from design to engineering.

      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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