Jira Service Management Agent unable to "Mention" users in comment

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Problem

Jira Service Management agent couldn't "user mention" collaborators/agent users in comment field.

Diagnosis

Environment

  • Any Jira Service Management

Diagnostic Steps

  1. Create an issue , or open an existing issue .
  2. Write a comment with mentioning the collaborators/agent user, using the following: 

    @username

  3. There are no user suggestions, eventhough the user exists in Jira.

Cause

In Global Permission settings , Browse User section not included service-desk-agent group .

Resolution

  1. By using System Administration role user , go to Global Permission ( g + g , type Global Permission ) . Or go to Jira Administration > System > Global Permission .
  2. Add service-desk-agents group in Browse User section
Last modified on Nov 23, 2020

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