cc: todd.thomas1, 2a359a551062, doug.aliff

cmarriott,

Could you confirm if this is fixed across all Jira Service Desk products, or if there are separate tickets for others?

Charlie,

If your "fix" is only on DC, then this is not fully resolved. Unless there is another ticket for Server and/or online. Are there open tickets for those? 

This is great news! It's strange to me this issue was closed without any comments.

I'm not clear if this improvement is for both Server and Data Center or Data Center only. We'll upgrade to 4.18 eventually, but if you happen to know that info, Charlie, please post it here.

Hi 078d36ce47d5, you will need to upgrade to JSM DC version 4.18. Please see release notes for further details on this specific feature.

Charlie

This Ticket is now closed. Does it mean i can now @Mention people in the customer portal?

+1

I second Beverly's comment and specifically the "Woo hoo!".

Really exciting to see this move forward!

Woo hoo!  This ticket changed to In Progress!  This will be so useful when it's available!  Thank you, Charlie Marriott!  

Hello, any news with this issue after 7 years?

+1

needed in my organisation as well - any plan to implement this?

We need this functionality ASAP

Every day we have customers complaining and not understanding why they cannot mention agents or other people to the requests they open. It's really an inconvenience to always have to state that mentioning users are not possible when asked by a customer.

This should be a basic functionality and mentioning should also allow customers to add other people as a "participant" to the request.

+1

+1

also interested

I cannot believe that this feature is still not available. It is so elementary and yet important. 

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daily check-in for this feature!! please!

+1 

This is a recurring request from our customers...  

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Only think of the number of happy faces you would get by creating such a simple feature. I wish my work was that easy...

574 votes.

I'm really shocked how long a ticket could exist without being fixed. We are currently switching from normal Jira to Jira Helpdesk and most of our customers are USED to the mention feature. Employees are also used to that. Our DAILY work depends on the little bell icon in the upper corner bringing us to notice new updates from the customers and react fast.

This is not a joking ticket - this little feature, which might sound stupid to you, is basically LIFE-depending and this ticket is still open?

What are you thinking? Seriously...

How many votes until it is added to development?  It's currently 2020 and has 564 votes... people have been asking for it for 6 years.

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Our clients are requesting this. I really don't understand how this isn't implemented yet and still "Gathering Interest" since 2014 with so many people asking for it.

2014.... and still nothing? Is there even a chance?

This is such an incredibly basic feature. There is no valid excuse for it to be missing. Atlassian, we pay too much to not have this ASAP.

This is my favorite reaction to this Jira request!

DO IT!

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We're using this as internal service desk and it's frustrating for employees not to mention someone when trying to escalate (is a ticket hasn't been addressed timely) or to ask others to collaborate / add their comments to a request.

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I have realized that we can mention a customer that has interacted with the issue, for example, commenting.

As a suggestion, we could be able to mention all users added as a paticipant, for example.

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+1 – this should be a standard option with any project... this is a collaboration tool. Please - would love to have this ability asap.

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Since Jira looks like they don't want to improve or listen to their customer we decided to move to a better and more easy tool. Waiting for Jira to do any update is like waiting for an airplane in this pandemic! Thank you Jira <3

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How was this not a standard out of the box thing? I am a Jira admin and service desk user and when I need to @mention someone to ask a question relating to this one issue I should be able to do that.  don't want to give everyone in the company access to view all the service desk tickets are there are sensitive information there. This should have been standard with the service desk add on and the fact that it is not is mind blowing.

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We need to @mention co-worker in customer portal because we don't have Jira license.

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+1 this

This is pretty annoying to those of us used to regular "software jira" functionality. Another workaround would allow users to select (via service desk option or "customer notifications" -> content or some other template customization) where certain groups or even just "all Jira Software-licensed users" go to the traditional Jira Software interface.

Please implement using @username so participants can get copied into comments

This is bit urgent for us. Our Clients are request this. Please

Tagging more users/customers than just a reporter make lot of sense. I hope it gets fixed quickly.

I felt sure that this feature existed when I used JSD at my last company. Not sure how it was working before, but I really miss being able to quickly tag other people in tickets.

Customers can use the Share ability to replicate some of the mentioning functionality. However, our service desk frequently opens issues on behalf of customers through the "raise a request" option. Because it's through the portal, we can't use mentioning. At least being able to distinguish between a customer and an agent doing an action would be very useful. Plus, the easier we can make it for customers to communicate with each other or IT staff, the better the experience will be.

+1. Any update here? We made the switch to Service Desk for our Internal IT Ticket and this is the most annoying issue that we are facing.
Adding browse permissions to all users is not an option in our case.

It would be great if Atlassian gives priority to this ticket! Quite important to interact with our customers and integrate the notification feature in Confluence.  Thanks! Emilia

Hello, a lot of people has this problem and want them to get solve. This ticket is open since 2014. Can you guys take care of this?

Hello! We encountered the same problem. When will her decision?

I'm using Jira Workflow Toolbox (JWT) and normally you can set permissions to users that are listet in a custom field.

So I could in theory add the custom field "request participants" to the "browse project" permission so I could control what users I can mention in a request.

Unfortunately "request participant" is a locked custom field that cannot be used by JWT

+1

I'd like to know about this as well! 

+1 Any Update?

Hello, there is any update in this issue? We need to solve this so our clients can contact or metions other persons in the issue. Thanks.

This intermittent issue affects our teams as well. 

A workaround would be to create a group under the read-only permission to solely "browse projects"?

If customers cannot tag each other, they cannot get the notifications they need to have to work on issues together. This slows down the workflow tremendously, since the agent has to notify everyone else who needs to get involved. This is a major issue from Jira, which should be fixed as soon as possible.

I hope we will get feedback from Jira about this issue soon!

still no update?

Please prioritize this!

Can we at least get an update from the product team if this is even being considered. Gathering interest for 4+ years is ridiculous. This issue, along with other annoyances, is making us regret moving to Service Desk.

Standardize the user experience across the Atlassian stack. It's @xyz in Confluence, make it so in all other tools – Jira, Bitbucket, and so forth.

I'm not reading through 3 years of comments to work out why this is still just "Gathering interest".
Using Wikimark up to send an email notification isn't anywhere near the functionality it should give. 

This is such a simple business case. ISD agents get ticket, Inexplicably someone who knows about the issue but didn't log the ticket needs to come in and say some shit - we add them as participants ,We @ them,  Jira lets us @them - then Jira lets them see the tickets they are participating in. 

Honestly - im gonna have to write some dumb trigger\vs automation\vs worflows and post functions to get this working without giving a participant access to participate - and If i can jerryrig it, you guys can build the darn thing. 

Helmut, I could not agree with you more. It boggles me that this feature request is only "Gathering Interest". But then again, having worked with their products for 10+ years...I am not surprised.

@Ron Chan thank you and yes, I am aware of this, but that's not a workaround suitable for users.

How should this be explained to them?
"In case the AT+name notation does not work, please type bracket... and then the username (which you don't know and have to lookup elsewhere) ..."
This is not feasible.

The AT+name notation has to work, this is a very basic and useful feature, which users expect and demand.

Until this is properly implemented, there is a simple imperfect workaround. In the Service Desk comment section, simply enter (see note below). Only caveat is it won't auto-populate as you type, so you would need to know the recipient's username.

This ticket wouldn't let me enter the syntax so I will spell it out.
Syntax = Left Bracket + "~" + username + Right Bracket

After adding Jira Service Desk to our existing Jira installation and force the users to use it, this was the first and most annoying issue which was reported from almost every user.

I'm somewhat shocked that this bug (can't call this "feature" anything else) was still not addressed and resolved.

This problem causes an inconsistent user experience when you have to deal with it as a user of other Atlassian suite products (e.g., if you use Service Desk as part of your enterprise software stack rather than a portal for external customers.)

My company has been using JIRA core/software & Confluence for 3 years across all departments, and I'm getting ready to launch Service Desk for internal use next week. I just came across this suggestion and can't even imagine how I'll explain this to my users and stakeholders when it's launched. They're already used to this functionality, and frequently use it to loop in relevant parties when using the regular JIRA project that currently houses our help desk tickets.

I would really appreciate an update from Atlassian on this as it is over a 3 year old request, in the top 15 of most voted for suggestions, with 0 responses from the product team. 

I have this feature request too, but I found a knowledgebase article which suggests it's possible by configuring JIRA Service Desk properly:  JIRA Service Desk Agent unable to "Mention" users in comment.

EDIT: I have been informed that this article only applies to comments made directly on the JIRA ticket, not to the JSD view of the ticket.

Hi,
This is a key requirement for us too, as it is a feature widely used by our customers. Our username conventions differ so we can't rely on customers using the username syntax - There is no easy way to locate a username within Portal.

This is causing a number of problems and we really need this to be resolved.

I found a reason. I added Browse Projects permission in permission scheme for Reporter. It fixed that.

However I still can't mention Request Participants and another Customers despite of having Service Desk Customer - Portal Access role for Browsing projects in permission scheme.

For me it is a BUG

Well, maybe there is something more to it. On our Cloud based service, it works, but only when those conditions are met...

I have example where Customer is a Reporter of issue and added planty comment but I can't mention he/she using @.

It looks you can mention JIRA Customers as long as they are the Requester of the issue, or he/she's included as Participant AND he/she has added a comment to the issue. If the Customer is Participant but he/she has not "participated" yet, then you can't mention him/her.

Of course, this is non sense and very inconsistent. Nobody will remember the username syntax (and of course, nobody knows the username of a customer in first place ).

It has to be fixed soon, and open mentions to any Customer, not just the Requester of the Participants that have commented.

Hello,
We can mention JIRA Agents but can't mention JIRA Customers.

Is it correct?

I also can't @ mention users. Please fix this!!

Just to followup. This hasn't been fixed.

Really!?. We're going to check. Why does nobody know that this has been fixed? Thx.

With the latest Jeditor update this issue is now fixed and can @ mention people in JSD now

Any update?

Would also like to know WHY this is not possible? We need to provide our customers with the reason this is no longer possible.

Every day I hear comments from users regarding why they can't mention users.
This is coming from both Agents and Customers, and teaching the old style username isn't acceptable for most users.

I can't +1 this ticket enough, but it would be great to have this update in the next Service Desk release.

Hi, I do not know what the policy is on this, but I do have another request that should be addressed by JIRA and they say it does not have enough votes so I encourage you to take a look and vote, if you thing it would be worthwhile to implement. If i cannot do cross-issue promotion, please excuse me

This issue is JRA-2169, and deals with the restriction that has JIRA with attachments with repeating names. Actually, my problem is with sending mails to a JIRA Service Desk mail mailbox, and if this mail has images on it with the same filenames as other attachments already posted, it will render the associated comment completely wrong, since JIRA it's not able to deal with two attachments with the same name. It should add a timestamp of sorts when uploading this types of mail, and by extension, provide the ability to rename or replace existing attachments wit the same name if necessary 8note these are two different issues). JIRA says it's not a bug and refers me to issue JRA-2169, so if you think JIRA should add files with time stamped filenames (specially for screenshots & images, which is quite common, please vote!

This is non-sense. It should be fixed ASAP. How come you can encourage users (customers) to collaborate thru portal and reduce mail, if they cannot mention easily other IT team members on their comments?