User mentions are not working as expected in Jira server

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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.

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


The @mention feature (as from Emailing an Issue) does not work as expected, with one or more of the following symptoms:

  1. @mention does not populate username
  2. Pressing Enter to auto-complete a username does not work
  3. The mentioned username does not appear properly as the user's display name, but as [~username]
  4. No email is sent to the mentioned user


Here're possible causes for each of the above symptoms:

  1. There're 2 possible causes:
    1. The user who is trying to mention another user does not have Browse Users global permission, which is required to browse (populate) users
    2. A bug as reported in  JRA-28081 - Getting issue details... STATUS
  2. This is caused by Zephyr plugin, as reported in  JRA-41358 - Getting issue details... STATUS
  3. The field where the user is being mentioned is not using Wiki Style Renderer
  4. There're several possible causes for this:
    1. the outgoing mail server is not functioning
    2. the mentioned user does not have Browse Project permission
    3. the issue where he's being mentioned has a security level that restricts him from viewing it
  5. There is an empty Recipient against one of the Notification Events (a notification event is set up to have a recipient, but is blank) on the Notification Scheme page.


  1. For:
    1. Ensure that the user has Browse User global permission, as in Managing Global Permissions
    2. Upgrade JIRA to 6.1.1 or above
  2. Check out the bug ticket for more information
  3. Ensure that the field is using the Wiki Style Renderer, as in Configuring Renderers

  4. Ensure the outgoing mail server is working properly and the mentioned user is able to view the issue
  5. Delete any empty Recipients against a Notification Event
Last modified on Dec 9, 2022

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