Unable to @mention Customer or Request Participant
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
When adding a comment to a Jira Service Management request, the @mention feature does not list the user that is either a Request Participant or Customer.
Environment
Jira Service Management up to version 4.18.1
Diagnosis
Check if the user to be mentioned is an Agent
Check if the user to be mentioned has added a comment to the said Service Management request
Cause
Any non-Agent will require to be an active participant (added a comment) to the Jira Service Management request in order to be listed in the @mention
Solution
A suggestion to allow Customers and Request Participants to be mentioned without needing to be active in the ticket can be found in JSDSERVER-1476 - Unable to @mention Customer or Request Participant
Workaround
Workaround #1
An Agent may manually mention the user using the following method: The agent must have the user's username at the ready.
1[~username]
Workaround #2
The user that is not listed has to be added as Request Participant, and comment on the request.
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