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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
    • Feedback Policy:

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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 - 1st March 2021

      Hello all,

      Firstly thank you for your interest and feedback on this issue. I want to give you a much deserved update.

      Reading through your comments, and considering potential solutions for this request, it seems like there are a few different use cases all bundled together in this request. Some of those have good reasons for why they have not been implemented, but not to make excuses, but I think this is the reason why no action has been taken on this request.

      Given the rapid increase in recent activity I would like to start forming a better understanding of exactly what everybody is looking for with this feature.

      I have created a quick Google Form to capture some structured feedback, I would appreciate it if you took the time to fill it out.

      Basically, we are trying to establish which of the following is the most consistent request.

      • I want for agents to be able to mention customers within their Site/Project so that those customers become request participants on the issue.
      • I want for agents to be able to mention customers that are request participants so that those customers get dedicated notifications.
      • I want for end users to be able to mention customers so that they become request participants on the issue.
      • I want for end users to be able to mention customers that are request participants so that those customers get dedicated notifications.

      To provide your feedback, please complete the following Google Form.

      https://docs.google.com/forms/d/e/1FAIpQLSc_ZThtiWA9IrKnVp_gi7iHqUf3YJwIZW9NkIvvOdQdyob4-Q/viewform?usp=sf_link

      Looking forward to hearing from you, really hoping to start making some progress here.

      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:
              366 Vote for this issue
              Watchers:
              212 Start watching this issue

                Dates

                Created:
                Updated: