Cannot mention JSD customer on comments

[Daniel Luevano]

G'Day Mates -

I'm having troubles mentioning regular customer on JSD, this is my scenario:

JSD Version: 4.5.1

Jira Software: 8.5.1

User is a regular customer, no permissions, no groups added, the user is not even on the Users and role section:

Customer is part of an organization on the project:

Project Customer Permissions:

Project Permissions:

Global Permissions: When User doesn’t have an interaction with the Issue, it cannot be mentioned:

If the user has interacted on the issue, it can be mentioned:

Why this is happening? Is this a regular behavior?

[Petter Gonçalves · Accepted solution]

Hello @Daniel Luevano

Thank you for reaching out.

Per your description, I understand you are not being able to @mention a customer in your Service desk issue unless they have previously interacted with that issue. Is that correct?

Can you confirm if the customer is properly added as a request participant in the issue? This is the field that shares a ticket with other customers and allows them to access/view it.

If the answer to the question above is yes, so I believe you might be facing the following bug:

Participants cannot be mentioned until they have added a comment 

Feel free to vote and watch the bug to increase its priority and also receive notifications about its fix implementation.

Let us know if you have any questions.

[Daniel Alonso]

Yes, that's the case. Ok, I will go and vote for this bug, thanks!

[Petter Gonçalves]

You are welcome, @Daniel Alonso

Have a nice day!

[P_D_ Foerster]

I stumbled over this while searching for the same problem. A pity that this won't be fixed (related issue is marked as suggestion instead of bug).