Can not able to tag customers in problem ticket

[Neelakanta Reddy B]

Hi !

I can not able to tag our customers into problem tickets. Any specific reason?

Thanks!

[Nic Brough -Adaptavist-]

Have your customers got Jira accounts and can they see the issue you're trying to mention them in?

[Neelakanta Reddy B]

The customers have already have access. But i can not able to mention them in the problem ticket only. The remaining tickets like change request, issues etc can able to tag them but not problem ticket. 

Any steps are procedure to avoid the issue would be appreciate.

[Nic Brough -Adaptavist-]

What are the symptoms of "can not mention"?  Does it not convert the text of the name to a link?  Does it ignore your text and not save anything?  

[Neelakanta Reddy B]

When i try to mention one of our customer, i am even getting any names for mentioning. I used @ to mention some one, but it is not saying anything.

[Nic Brough -Adaptavist-]

Ok, but what does "cannot mention" someone look like?

[Neelakanta Reddy B]

for a problem ticket, i would like to mention the customer in the comment section, that option i can not able to get.

The other type of tickets like bug, issue, change request etc, i can mention the customer in the comment section. But not for the problem ticket.

[Nic Brough -Adaptavist-]

But what does "cannot mention" look like?  What exactly happens?  What are you doing to try to make these mentions and what does not happen?  And how?

[Neelakanta Reddy B]

So we can mention the customers by typing "@" symbol and the name of whom we need to mention. that thing is not occurring for problem ticket. attached screenshot for this. 

The name in the screenshot is already have the access to jira and i can able to mention her in other tickets like bug, issue,etc but i can not able to mention her in problem tickets

[Neelakanta Reddy B]

@Nic Brough -Adaptavist- Any update on this

[Nic Brough -Adaptavist-]

Ok, this looks like it is being done on a Request (not "ticket" - that word does not tell us whether you are writing on an issue or a request).

Is it a Request you're commenting on, or an issue?

[Neelakanta Reddy B]

Its an problem ticket.

[Neelakanta Reddy B]

for this problem ticket i need to mention the customer, but i can not able to mention them.

[Nic Brough -Adaptavist-]

So not a ticket, but definitely a request.

In the "reply to customer" comments, you should not be naming people - the customer does not get to see who might be assigned or mentioned on the issue or request.

[Neelakanta Reddy B]

Agree, but is there a way to mention people in the comment section for problem ticket?

[Nic Brough -Adaptavist-]

No, you cannot @mention people in comments that might expose them directly to customers in a request.

[Neelakanta Reddy B]

Its okie, i need an option how i can mention them(Customer)? 

[Nic Brough -Adaptavist-]

Um, you can't mention people in comments that might expose them to customers.