Unable to tag a customer

[Roman A.]

After implementing the GDPR strict policy I'm unable to tag a Customer in Issue comments. 

How can I fix it? Is it possible to disable GDPR strict policy for my projects?

Many thanks

Roman

[Dave Mathijs]

Hi @Roman A. , welcome to the Atlassian Community!

For you to be able to mention a customer belonging to the same organization, they must be active in the ticket, this means that if the customer B add a comment, you will be able to mention him, so it's not related to permissions.

1. Portal experience: End users can @ mention any user that they are allowed to add as a Request Participant. This means that, if the service desk has organisations configured and the end user is a member, they can @ mention anyone within their organisation. They also can @ mention any other user that the agent has added to the ticket as a Request Participant.
2. Agent experience: Agents can now @ mention any request participant. They do, however, have to add them as a request participant first but can immediately @ mention them once they have done that (this allows admins to disable this feature by hiding the "Request participants" field from the issue view).

There is a feature request suggesting the implementation of the ability to mention any customer: https://jira.atlassian.com/browse/JSDCLOUD-1476

A workaround is to manually mention them using markup.

[Roman A.]

I'm working as an Agent (I have admin role) on issue. I can't tag a card participant (the client, who rose an issue). It started happening few days ago, the same time when GDPR strict policy was introduced, as I understand

@Dave Mathijs 

[Roman A.]

moreover, when I put a mouse cursor over the Customer field, it shows me an error

@Dave Mathijs 

[Beth Machin]

I found that if you open the customer portal, make your comment there and tag the customer. You will then be able to come back to agent Jira ticket view and tag the customer as normal.