Service Desk customers can't use 'Mention' functionality?

[Miyoung Mary Kim]

Hi,

We use Jira Service Desk with our customers who are internal staff of our organization. When they leave their comments, they are not able use 'Mention' functionality. Is this not available for Customers? 
Also some customers have 'Viewer' role in Internal Access within this organization. However, 'Viewer' role can't use the Mention functionality either. The icon of Mention @ seems not displayed for them.

Can you please help me to solve this issue? 

Thanks!

[Angélica Luz · Accepted solution]

Hello Miyoung_Kim,

Thank you for reaching out to Atlassian Community!

The editor in the customer portal is different from the one available for agents, so currently, it's not possible for customers to mention agents or other customers in the portal. 

There is a feature request suggesting the implementation of such ability:

• Support mentions in Customer portal

Please, click on vote and watch to receive updates about the feature.

Regarding the role Viewer, testing on my local site, the viewer can mention other people on internal comments. 

Are the "Viewer" customers members of default groups that give access to Jira?

Regards,
Angélica

[Miyoung Mary Kim]

Hi @Angélica Luz thanks for your quick reply. But people who have 'Viewer' role cannot use the Mention other people. 

Is there a way to fix this issue? Thanks!

[Angélica Luz]

Hi Miyoung, 

Can you share with us a screenshot of the comment box the "Viewer" is seeing?

Do they have a license for any product on your site?

[Miyoung Mary Kim]

Sorry for very late reply!

Yes, our viewers have a license for SD. This is one of my coworkers sent me her screenshot of comment box.

[Angélica Luz]

No problem, Miyoung. 

Thank you for the screenshot.

The comment box she is using is from the customer portal and the mention doesn't work on this page.

There are feature requests suggesting the implementation of such ability:

• As a customer I want to be able to mention specific people easily in comments and descriptions
• Support mentions in Customer portal

If she is a licensed user, she must add comments using the agent view.

[Miyoung Mary Kim]

This is interesting. This user is a customer but also has a license as a viewer. 

[Angélica Luz]

Since the user has a license and it's a viewer, then they can comment directly on the ticket but not using the customer portal.

When they are in the customer portal they see this URL:

https://xxxxxxxx.atlassian.net/servicedesk/customer/portal/12/IT-123

If they want to see the ticket internally, they can just click on the issue key on the top of the request, or remove part of the URL and add "browse":

https://xxxxxxxx.atlassian.net/browse/IT-123

Those two options are the easiest way for them to find the request and then, they will be able to use the more complete comment box and they will have the ability to mention other users.

[Miyoung Mary Kim]

Thank you for your help! This will be helpful for our staff.