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  1. Jira Service Management Data Center
  2. JSDSERVER-5408

Participants cannot be mentioned until they have added a comment

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      Hi everyone,

      Thank you for your patience. We are excited to announce that we have shipped this feature in JSM DC 5.14. Now, Agents can mention their customers on the Agent view and get them added as participants.

      Kind regards,

      Dhanapal Mohanasamy
      Jira Service Management, Server & Data Center
      Show
      Hi everyone, Thank you for your patience. We are excited to announce that we have shipped this feature in JSM DC 5.14. Now, Agents can mention their customers on the Agent view and get them added as participants. Kind regards, Dhanapal Mohanasamy Jira Service Management, Server & Data Center

      Atlassian Update – 15 February 2023

      Hi everyone,

      Thank you for your patience. We are excited to announce that we have shipped this feature in JSM DC 5.14. Now, Agents can mention their customers on the Agent view and get them added as participants. 

      Kind regards,

      Dhanapal Mohanasamy
      Jira Service Management, Server & Data Center

      Problem definition

      Agents are not able to mention the request participants via @username as the participants will not show up in the list. Until they have added a comment, it's possible to mention the participants as the commenters.

      Steps to reproduce the issue

      1. Add a customer as the request participant.
      2. As an Agent, try to mention the request participant using @username in the Jira issue view of the request.
      3. As the request participant, add a comment to the request.
      4. As an Agent, try to mention the request participant again using @username in the Jira issue view of the request.

      Expected result

      It's possible to mention the request participant even he/she hasn't added any comments yet.

      Actual result

      It's not possible to mention the request participant if he/she hasn't added any comments yet.

      Workaround

      As of Jira Service Management Data Center version 4.18 you can use @mentions on the customer portal. Mentioned users will be added as request participants, ensuring that these participants can be mentioned on the portal without them needing to have first made a comment on the request.

          Form Name

            [JSDSERVER-5408] Participants cannot be mentioned until they have added a comment

            Olga Plisko added a comment -

            Any updates or roadmap for this issue? 

            Plans for backport into LTS 5.10.4?

            Olga Plisko added a comment - Any updates or roadmap for this issue?  Plans for backport into LTS 5.10.4?

            James Beagrie added a comment -

            Any chance this fix in 5.14.0 will be backported to the LTS 5.12?

            James Beagrie added a comment - Any chance this fix in 5.14.0 will be backported to the LTS 5.12?

            PNG Jira Lead added a comment - - edited

            reproduced on JSM Data Center 5.12.0 / Jira DC 9.12.0

            Workaround works as described in the Description: use the customer-view to @mention the intended person (which is just a click away: 

            (meh, don't have permission to make attachments: anyway, it's the 'View customer request' link in the 'service project request' panel on the right when looking at the agent-view)

            For me, the workaround was minimal time-consuming (a click, and then type my response @mentioning the intended person in the customer-view)

            PNG Jira Lead added a comment - - edited reproduced on JSM Data Center 5.12.0 / Jira DC 9.12.0 Workaround works as described in the Description: use the customer-view to @mention the intended person (which is just a click away:  (meh, don't have permission to make attachments: anyway, it's the 'View customer request' link in the 'service project request' panel on the right when looking at the agent-view) For me, the workaround was minimal time-consuming (a click, and then type my response @mentioning the intended person in the customer-view)

            Beth Clingenpeel added a comment - - edited

            I am able to see a user that is a link to their user record when I add them with this method: username; however it does not actually send a notification to that user. Has anyone else been able to get this to work?

            Edit: the above text changed to a link for "user"; let me try again with spaces... [ ~ username ]

            Beth Clingenpeel added a comment - - edited I am able to see a user that is a link to their user record when I add them with this method:  username ; however it does not actually send a notification to that user. Has anyone else been able to get this to work? Edit: the above text changed to a link for "user"; let me try again with spaces... [ ~ username ]

            equipojira@bse.com.uy added a comment -

            We need this too please.

            equipojira@bse.com.uy added a comment - We need this too please.

            James Beagrie added a comment -

            Can this be priortised on the next LTS release? We have 300 agents who can't use this effectively. It has a significant impact to us daily.

            michin please help with this!

            James Beagrie added a comment - Can this be priortised on the next LTS release? We have 300 agents who can't use this effectively. It has a significant impact to us daily. michin please help with this!

            David Hämmerle added a comment -

            2babae2efc50 thanks, it works!

            With Datacenter-JSM the Username from the URL query string must be urldecoded, eg. user%40example.com --> user@example.com 

            David Hämmerle added a comment - 2babae2efc50  thanks, it works! With Datacenter-JSM the Username from the URL query string must be urldecoded, eg. user%40example.com -->  user@example.com  

            Jesse Ontiveros added a comment -

            171b76bd9450, your ID on this Jira environment is 171b76bd9450, and adding the brackets and ~ I mention above is how I at mentioned you on here. Screenshot here: https://nov.sharepoint.com/:i:/t/CAS/EY7nM4TUDB9GtKNKuGX4_-kBS57gAEchj-71jHnLwe5DIg?e=PkfJPD

            Jesse Ontiveros added a comment - 171b76bd9450 , your ID on this Jira environment is 171b76bd9450, and adding the brackets and ~ I mention above is how I at mentioned you on here. Screenshot here: https://nov.sharepoint.com/:i:/t/CAS/EY7nM4TUDB9GtKNKuGX4_-kBS57gAEchj-71jHnLwe5DIg?e=PkfJPD

            David Hämmerle added a comment - - edited

            This workaround results in the same users being displayed as when using @ for me.

            I can't even mention Requested Participants!

            Edit: testing.. jesse.ontiveros

            David Hämmerle added a comment - - edited This workaround results in the same users being displayed as when using @ for me. I can't even mention Requested Participants! Edit: testing.. jesse.ontiveros

            Jesse Ontiveros added a comment - - edited

            99dc931c2ea7, Brett mentions the workaround above (it's also how I @ mentioned you in this comment). You can use ~username within [] brackets whenever @ mention doesn't work.

            Jesse Ontiveros added a comment - - edited 99dc931c2ea7 , Brett mentions the workaround above (it's also how I @ mentioned you in this comment). You can use ~username within [] brackets whenever @ mention doesn't work.

              e0eb84d6fb47 Dhanapal Mohanasamy
              michin Michelle Chin
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                Created:
                Updated:
                Resolved: