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Suggestion
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Resolution: Fixed
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605
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25
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NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
It's possible to mention people in a comment or description, but you need to:
- Know the wiki markup to do it
- Know their username
By entering the below this works:
[~username]
It would be nicer if a user selector like in JIRA could appear when typing something beginning with "@".
- is duplicated by
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- Closed
- is related to
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- Closed
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- Gathering Interest
- relates to
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- Closed
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- Closed
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- Under Consideration
- mentioned in
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[JSDSERVER-288] As a customer I want to be able to mention specific people easily in comments and descriptions
Hi all,
Thank you for your questions!
At this stage portal @ mentions is only available in JSM Data Center version 4.18+. 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 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.
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 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
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?
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!
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.
I cannot believe that this feature is still not available. It is so elementary and yet important.
+1
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.
+1
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.
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.
+1
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.
+1
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.
+1 – this should be a standard option with any project... this is a collaboration tool. Please - would love to have this ability asap.
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
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.
Well, that's pretty bull-pucky. It's not like what we are paying for JSM or Jira server has been dropped to reflect that we have been abandoned for any future work.