• Type: Suggestion
• Resolution: Fixed
• Fix Version/s: 4.18.1
• Component/s: Issue View
• Labels:

  • 4.18.0-pd
  • affects-cloud
  • affects-server
  • cst
  • pse-request

[JSDSERVER-1476] Unable to @mention Customer or Request Participant

Morgan Knicely (Inactive) made changes - 29/Nov/2022 10:43 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 710187 ]

sesha sandeep made changes - 03/Oct/2022 11:38 AM

Comment

[ @Charlie Marriott Reopen the task. It is still present in v. 4.20.11 ]

Lacey Teal made changes - 15/Mar/2022 8:44 PM

Remote Link

New: This issue links to "Page (Confluence)" [ 627596 ]

Aline Staudt made changes - 10/Sep/2021 5:14 PM

Link

New: This issue relates to JSDSERVER-5408 [ JSDSERVER-5408 ]

Marcus Silveira made changes - 25/Aug/2021 2:30 PM

Link

New: This issue is related to JRASERVER-72742 [ JRASERVER-72742 ]

Charlie Marriott made changes - 17/Aug/2021 5:54 AM

Description

Original: {panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1476]. {panel} {panel:title=Atlassian Update – 6 July 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff} Portal @ mentions is available in JSM Data Center version [4.18|https://confluence.atlassian.com/servicemanagement/jira-service-management-4-18-x-release-notes-1072467369.html]+. We are also working on shipping this functionality for JSM Cloud in the short-term, which you can follow progress for on this ticket: JSDCLOUD-1476. On February 2, 2021 PT, we [stopped selling new licenses|https://www.atlassian.com/blog/announcements/journey-to-cloud] for our server products and ceased new feature development in our server product line. Due to this, portal @ mentions will not be available in JSM Server. You can read more about the changes to the server product line in [these FAQs.|https://www.atlassian.com/migration/faqs#general] Existing server customers continue to have access to maintenance and support (such as bug fixes and security bug fixes for vulnerabilities) for an additional three years (until February 2, 2024).  Also look for the 'Data Center' lozenge/status icon in our [product release notes|https://confluence.atlassian.com/servicemanagement/jira-service-management-release-notes-780083086.html] for further indication of which deployment a given feature is available for. I hope that provides more clarity. Kind regards, Charlie  Jira Service Management, Server & Data Center {panel} cc: [~eab67b6a1e88], [~e33a68d8c37e] h3. 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. h3. 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 h3. 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. h3. 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. h3. Workaround  * Add them manually using markup and Service Desk will notify them as if you had used the normal @mention method: {code:java} [~username] {code}  * Have the participant make a comment, and they will be mention-able after that.

New: {panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1476]. {panel} {panel:title=Atlassian Update – 17 August 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff} Portal @ mentions is available in JSM Data Center version [4.18|https://confluence.atlassian.com/servicemanagement/jira-service-management-4-18-x-release-notes-1072467369.html#JiraServiceManagement4.18.xreleasenotes-cpimprovements]+. We are also working on shipping this functionality for JSM Cloud in the short-term, which you can follow progress for on this ticket: JSDCLOUD-1476. Kind regards, Charlie  Jira Service Management, Server & Data Center {panel} h3. 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. h3. 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 h3. 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. h3. 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. h3. Workaround *(i) Please note that this functionality is available in Jira Service Management Data Center version 4.18+*  * Add them manually using markup and Service Desk will notify them as if you had used the normal @mention method: {code:java} [~username] {code}  * Have the participant make a comment, and they will be mention-able after that.

Charlie Marriott made changes - 17/Aug/2021 5:51 AM

Description

Original: {panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1476]. {panel} h3. 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. h3. 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 h3. 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. h3. 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. h3. Workaround  * Add them manually using markup and Service Desk will notify them as if you had used the normal @mention method: {code:java} [~username] {code}  * Have the participant make a comment, and they will be mention-able after that.

New: {panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1476]. {panel} {panel:title=Atlassian Update – 6 July 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff} Portal @ mentions is available in JSM Data Center version [4.18|https://confluence.atlassian.com/servicemanagement/jira-service-management-4-18-x-release-notes-1072467369.html]+. We are also working on shipping this functionality for JSM Cloud in the short-term, which you can follow progress for on this ticket: JSDCLOUD-1476. On February 2, 2021 PT, we [stopped selling new licenses|https://www.atlassian.com/blog/announcements/journey-to-cloud] for our server products and ceased new feature development in our server product line. Due to this, portal @ mentions will not be available in JSM Server. You can read more about the changes to the server product line in [these FAQs.|https://www.atlassian.com/migration/faqs#general] Existing server customers continue to have access to maintenance and support (such as bug fixes and security bug fixes for vulnerabilities) for an additional three years (until February 2, 2024).  Also look for the 'Data Center' lozenge/status icon in our [product release notes|https://confluence.atlassian.com/servicemanagement/jira-service-management-release-notes-780083086.html] for further indication of which deployment a given feature is available for. I hope that provides more clarity. Kind regards, Charlie  Jira Service Management, Server & Data Center {panel} cc: [~eab67b6a1e88], [~e33a68d8c37e] h3. 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. h3. 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 h3. 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. h3. 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. h3. Workaround  * Add them manually using markup and Service Desk will notify them as if you had used the normal @mention method: {code:java} [~username] {code}  * Have the participant make a comment, and they will be mention-able after that.

Denise Unterwurzacher [Atlassian] (Inactive) made changes - 16/Aug/2021 3:31 PM

Description

Original: {panel:bgColor=#e7f4fa}   *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1476].   {panel} h3. 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. h3. 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 h3. 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. h3. 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. h3. Workaround * Add them manually using markup and Service Desk will notify them as if you had used the normal @mention method: {code} [~username] {code} * Have the participant make a comment, and he will be mention-able after that.

New: {panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1476]. {panel} h3. 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. h3. 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 h3. 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. h3. 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. h3. Workaround  * Add them manually using markup and Service Desk will notify them as if you had used the normal @mention method: {code:java} [~username] {code}  * Have the participant make a comment, and they will be mention-able after that.

Sylwia Mikołajczuk made changes - 15/Jul/2021 11:19 AM

Labels

Original: affects-cloud affects-server cst pse-request

New: 4.18.0-pd affects-cloud affects-server cst pse-request

Sylwia Mikołajczuk made changes - 15/Jul/2021 11:19 AM

Fix Version/s		New: 4.18.1 [ 96093 ]
Fix Version/s	Original: 4.18.0 [ 95195 ]

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