Details
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Type:
Suggestion
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Status: Gathering Interest (View Workflow)
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Resolution: Unresolved
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Fix Version/s: None
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Component/s: Issue View
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Labels:
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UIS:0
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Support reference count:42
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Feedback Policy:
Description
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? 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
- 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 all the request participant, regardless if they have made a comment or not.
Actual Results
- A list of users appears but this list does not contain the customer or any request participants unless they have made a comment.
- Agents and collaborators do appear in the list. Any customers and request participants who are agents or collaborators will appear.
Workaround
- Add them manually using markup and Service Desk will notify them as if you had used the normal @mention method:
[~username]
- Have the participant make a comment, and he will be mention-able after that.
Attachments
Issue Links
- is duplicated by
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JSDSERVER-3681 Customer's added to Service Desk Team can be mentioned
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- Closed
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- relates to
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JSDCLOUD-1476 Unable to @mention Customer or Request Participant
- Gathering Interest
- was cloned as
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DESK-4229 Loading...
(2 mentioned in, 1 was cloned as)