Unable to @ mention certain users in Confluence

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Platform Notice: Server and Data Center Only - This article only applies to Atlassian products on the server and data center platforms.

Problem

Some users are not showing up when you try to @ mention them in comments or pages, either by name or username.  Generally, most users are appearing fine this way, but one or more may not be appearing as expected.

Cause

  1. This is likely due to the content index with Confluence, and that user is just not in the present index.
  2. The user may not present under the People Directory tab and sometimes just a simple re-index may not solve the problem.

Resolution

Re-Index System 

  1. Please follow the steps in How to Rebuild the Content Indexes From Scratch on Confluence Server
  2. Select a sample user in the People Directory and manipulate the URL of the selected user:

    https://your-confluence-url/confluence/display/~<selected-user>

    and change to

    https://your-confluence-url/confluence/display/~<missing-user>

    in order to access the user who cannot be @ mentioned. After doing it the user should start showing up again and you will be able to @ mention the user.

See  CONFSERVER-28615 - Getting issue details... STATUS  for the associated bug

Re-Index Users

  1. Go to the {{<Confluence Address>/admin/force-upgrade.action}} URL 
  2. Run 'UserIndexingUpgradeTask'  task

Trigger User Info Indexing

If the above resolution did not help, you can do the following:

  1. Go the following URL 

    https://your-confluence-url/confluence/admin/users/edituser.action?username=user-to-mention
  2. Modify or add any additional info of that user and save
  3. Confluence will attempt to index the user info which will show that user in the mention suggestions

DescriptionSome users are not showing up when you try to @ mention them in comments or pages, either by name or username.  Generally, most users are appearing fine this way, but one or more may not be appearing as expected.
ProductConfluence
PlatformServer
Last modified on Jan 11, 2021

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