Mentions and Autocomplete are not working in JIRA Cloud

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

Problem

Unable to activate the '@' mention within JIRA fields.

Note that the below solution only applies if a user(s) cannot use mentions at all. If only specific users cannot be mentioned, and/or only some Issues are affected, you may want to check on the Issue Security settings. If a user is not permitted to view an Issue, they could not be mentioned in it.

Diagnosis

The permission to use mentions relies upon three items:

  • Permission to the 'Browse Users' permission
  • Wiki Style Rendering for the affected field
  • Email visibility of users
  • The mentioned user does not have Browse Project permission

Cause 

 The main cause is a user not belonging to a group currently granted with 'Browse Users' permission.  The less likely scenario is users updating the fields and changing the default renderers.

Resolution

Browse users and groups permission:

  • Gear Icon  >> System >> Global Permissions
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You can use the 'gg' shortcut and type 'Global' and select 'Global Permissions' to access the screen directly

  • 'Browse users and groups' will indicate the group or users that have permissions to browse the names of all users and groups within the system
  • Update the affected user to either be a member of this group, alternatively update the 'Browse Users' permission to include the affected users and/or groups

Wiki Style Rendering:

  • Gear Icon >> Issues >> Field Configurations
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You can use the 'gg' shortcut and type 'Field' and select 'Field Configurations' to access the screen directly

  • Select 'Configure' for the scheme associated to the affected project.
  • Find the affected field, for example: 'Comments'. If the text underneath is "[Default Text Renderer]" select the 'Renderers' hyperlink under the 'Operations' column.
  • Confirm the field now has "[Wiki Style Renderer]"

Email Visibility of users:

  • Gear Icon >> System >> General Configuration
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You can use the 'gg' shortcut and type 'General' and select 'General Configuration' to access the screen directly

  • Under 'Options' confirm the 'User email visibility' is set to either: 'Show to logged in users only', 'Public' or 'Masked'
  • If the option is set to 'Hidden' you will need to update to one of the three options above to allow the mention feature to function

Description

Unable to activate the '@' mention within JIRA fields. Note that the below solution only applies if a user(s) cannot use mentions at all. If only specific users cannot be mentioned, and/or only some Issues are affected, you may want to check on the Issue security settings. If a user is not permitted to view an Issue, they could not be mentioned in it.

ProductJira
Last modified on Oct 31, 2018

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