• Type: Suggestion
• Resolution: Fixed
• Fix Version/s: 5.14.0
• Component/s: Customer Portal
• Labels:

  • cqt
  • needs-verification

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

Kunal Kanojia made changes - 20/Feb/2024 2:08 AM

Fix Version/s

New: 5.14.0 [ 106300 ]

Dhanapal Mohanasamy made changes - 15/Feb/2024 4:28 AM

Last Update On		New: 15/Feb/2024 [ 2024-02-15 ]
Latest Update		New: 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
Status	Original: Closed [ 6 ]	New: Closed [ 6 ]

Dhanapal Mohanasamy made changes - 15/Feb/2024 4:28 AM

Description

Original: {panel:title=Atlassian Update – 16 November 2021|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff} Hi everyone, Thank you for your interest in this issue. We have moved this ticket to a suggestion, as the mentioning feature on the Agent/Jira view does not currently take unlicensed-user/customer role into account. We will explore adding support for mentioning on the Agent view to improve the options available to agents when mentioning their customers. In the meantime, we suggest using @mentions on the customer portal, which is available in [Jira Service Management Data Center version 4.18|https://confluence.atlassian.com/servicemanagement/jira-service-management-4-18-x-release-notes-1072467369.html#JiraServiceManagement4.18.xreleasenotes-cpimprovements]. Mentioned users will be added as request participants, ensuring that these participants are mentioned without needing to have first made a comment on the request. We hope that you appreciate our candid and transparent communication. You can read more about our [approach to highly voted suggestions here|https://community.atlassian.com/t5/Jira-articles/A-renewed-approach-to-highly-voted-Server-suggestions-for-Jira/ba-p/688117], and [how we prioritise what to implement here|https://confluence.atlassian.com/support/implementation-of-new-features-policy-201294576.html]. To learn more about our recent investments in Jira Service Management and Data Center, please check our [public roadmap|https://www.atlassian.com/roadmap/data-center?product=jiraService&status=shipped] and our two dashboards containing [recently resolved issues|https://jira.atlassian.com/secure/Dashboard.jspa?selectPageId=94990], and [current work and future plans|https://jira.atlassian.com/secure/Dashboard.jspa?selectPageId=94991]. Please watch and vote on this ticket to keep up to date with current progress. Kind regards, Charlie Marriott Jira Service Management, Server & Data Center {panel} h3. 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. h3. Steps to reproduce the issue  # Add a customer as the request participant.  # As an Agent, try to mention the request participant using {{@username}} in the Jira issue view of the request.  # As the request participant, add a comment to the request.  # As an Agent, try to mention the request participant again using {{@username}} in the Jira issue view of the request. h3. Expected result It's possible to mention the request participant even he/she hasn't added any comments yet. h3. Actual result It's not possible to mention the request participant if he/she hasn't added any comments yet. h3. Workaround As of [Jira Service Management Data Center version 4.18|https://confluence.atlassian.com/servicemanagement/jira-service-management-4-18-x-release-notes-1072467369.html#JiraServiceManagement4.18.xreleasenotes-cpimprovements] 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.

New: {panel:title=Atlassian Update – 15 February 2023|borderStyle=solid|borderColor=#deebff|titleBGColor=#deebff|bgColor=#deebff} 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 {panel} h3. 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. h3. Steps to reproduce the issue  # Add a customer as the request participant.  # As an Agent, try to mention the request participant using {{@username}} in the Jira issue view of the request.  # As the request participant, add a comment to the request.  # As an Agent, try to mention the request participant again using {{@username}} in the Jira issue view of the request. h3. Expected result It's possible to mention the request participant even he/she hasn't added any comments yet. h3. Actual result It's not possible to mention the request participant if he/she hasn't added any comments yet. h3. Workaround As of [Jira Service Management Data Center version 4.18|https://confluence.atlassian.com/servicemanagement/jira-service-management-4-18-x-release-notes-1072467369.html#JiraServiceManagement4.18.xreleasenotes-cpimprovements] 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.

Dhanapal Mohanasamy made changes - 15/Feb/2024 4:23 AM

Resolution		New: Fixed [ 1 ]
Status	Original: Under Consideration [ 11774 ]	New: Closed [ 6 ]

SET Analytics Bot made changes - 13/Feb/2024 2:13 AM

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SET Analytics Bot made changes - 09/Feb/2024 2:18 AM

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SET Analytics Bot made changes - 07/Feb/2024 2:17 AM

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SET Analytics Bot made changes - 06/Feb/2024 2:13 AM

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SET Analytics Bot made changes - 04/Feb/2024 2:14 AM

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SET Analytics Bot made changes - 03/Feb/2024 2:15 AM

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