Platform notice: Server and Data Center only. This article only applies to Atlassian products on the Server and Data Center platforms.

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.

Diagnosis

Environment

• Jira Service Management

Diagnostic Steps

• 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

Workaround

Workaround #1

• An Agent may manually mention the user by using the following method. Require to have the user's username at the ready.

  [~username]

Workaround #2

• The user that is not listed has to be added as Request Participant, and comment on the request.

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 - Getting issue details... STATUS