Agents unable to "Mention" users in comments in Jira Cloud

Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.

Summary

Jira Service Management agent is unable to "@" mention agents and collaborators in the comments field in Jira.

Two text input areas with formatting options. The left input shows a name selected as the author, while the right input is blank. Both have Save and Cancel buttons below them. Above the inputs are the options Add internal note and Reply to customer.

When trying to mention users, a dropdown with user names should appear, however, no dropdown appears.

Solution

Browse users and groups permission

If no user dropdown appears when an agent types @ in a comment, check the global Browse users and groups permission. Agents need access to this permission to look up users and groups for mentions.

Jira administration settings page showing the Global Permissions section. The highlighted sections are Browse users and groups and Share dashboards and filters. The right side of the screen lists existing user groups and permissions.

Granting permissions to allow users to mention other users

  1. Select Settings > System.

  2. In the left navigation menu, select Global permissions.

  3. Scroll to the bottom of the page to the Grant permission section.

  4. From the Permission dropdown, select Browse users and groups.

  5. From the Group dropdown, select your Jira Service Management default access group (or other intended group).

  6. Select Add.

Verify mentions

After adding the group to the global permissions, open a test comment as an affected agent, type @, and confirm that the user lookup dropdown appears. If it does not, verify group membership and the global permission.

Updated on October 2, 2026
Platform
Cloud only
App
Jira Service Management Cloud
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