Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-1476

Unable to @mention Customer or Request Participant

    XMLWordPrintable

    Details

    • UIS:
      175
    • Support reference count:
      67
    • Feedback Policy:

      Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

      Description

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

      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

        Attachments

          Issue Links

            Activity

              People

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

                Dates

                Created:
                Updated: