Mentioning a Team

[Asher Francis]

Hey

I've been able to @mention a Team in a comment in Jira Service Desk Cloud by doing @teamname and it adds the comment alongside the users within that team.

However, none of the users received a notification or an email.

Any ideas?

Thanks

[Ste Wright]

Hi @Asher Francis 

I gave this a go in a test instance - and it works for me!

I would check:

• Permissions: All users in the team have access to see the issue - that includes "Browse Projects" permission in the permission scheme, and the "Service Desk Team" project role (esp. if they're not an agent and just need observe access). You can check this by seeing if they can see the issue.
• Notifications: Users have email notifications turned on (User Icon > Personal Settings > Email Notifications for Issue Activity)
• Mentions: If email notifications are turned on, then "Someone mentions you" is checked
• Spam/Archive: The email has not been received in a spam/archive folder in their inbox
• Team: The Team (People > Team Name) has all the required users within it

^ If none of this works, I'd suggest contacting https://support.atlassian.com/ for more assistance :)

Ste