Details
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Suggestion
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Resolution: Fixed
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586
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10
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Description
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
- 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.
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.
Attachments
Issue Links
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