Agents unable to "Mention" users in comments

Platform Notice: Cloud Only - This article only applies to Atlassian products 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

The global permission "Browse users and groups" gives agents permission to look up users and groups. If an agent is unable to find users, they are likely not part of a group with this permission.

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. Go to Settings > System.

  2. On the left side menu, click Global permissions.

  3. Scroll to the bottom of the permissions page.

  4. Select Grant "Browse users and groups" to your Jira Service Management default access group (or other group of your choosing)

  5. Add.

Updated on April 10, 2025
Platform
Cloud only
Product
Jira Service Management Cloud
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