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?

Is there any progress on this..any future releases ??

This appears to be a change that was implemented in October. After we decided to move forward with Jira SD and before we implemented. This is NOT an improvement it is a step backwards.

This limitation seems like it's ideal for a team supporting outside users but it makes very little sense for an Internal Support Desk which was one of the main use cases when it first launched.

Please fix this (other) JIRA 7 non-sense. We paying twice, this is unacceptable.

We have had to add all of SD users to our jira-users group to get the @mention to work, which goes against our JIRA licenses. This was not supposed to work this way from all that we have researched prior to purchasing JIRA SD.

The inconsistency between JIRA Software and JIRA service Desk is really really annoying. I didn't expect to lose features when upgrading to a new version.

This is the dumbest thing I've ever seen.

You can't @ mention customers?...but yet you can username?

lol

Come on Atlassian.

We can mention for some users and not others. Does not work for users with different domain email for partner company users that exist in JIRA. Is there a restriction on different email domains?

We can only mention users in Service Desk Team, we need to be able to mention all other users in Jira.

Having it when a project is NOT a service desk, then losing it when Service Desk is enabled for a project is not the desired user experience! We LOST collaborative real-time functionality when switching our project to a Service Desk.

If you are in the Service Desk Team role, you can @mention other users in that role.

That's not sufficient for our use case either since often I want to @mention someone from another team to provide information, but there's no need for that person to otherwise be "on the team".

Yep, not having this is really odd. Requires context switching which I know Atlassian is trying to get away from

Yes please. @-mention is heavily used at my company, no-one uses [~ syntax. Need this to be consistent with JIRA.