@mention only doesn't work in Issue Detail View

[Gisela Lassahn]

Hi all together,

we're on Jira Software Datacenter 9.4.8.

We have got the phenomenon that the same person can mention users with @ within a comment for a Jira issue, but can't mention anyone within the comment for the same Jira issue, when the Jira issue is shown in the Issue Detail view.

This behaviour is repeatable for any Issue and any user who has the global permission "Browse users".

Is this a known bug? Or can we fix it ourselves?

Many thanks and best regards,
Gisela Lassahn

[Gisela Lassahn · Accepted solution]

The issue was solved by upgrading AddOn "Xray for Jira" v7.3.0-j9 to v7.4.1-j9.

See: [XRAY-9617] Xray is not working in the Kanban Board - Xblend Issue Tracker (getxray.app)

[Mirek]

Hi @Gisela Lassahn 

So by saying that "issue shown in the Issue Details view" you mean when viewing that issue from a Jira Agile Board?

Also could you clarify what is "repeatable for any Issue" - Is this any issue from a specific project or any issue on whole Jira instance?

Did you (or someone) tried a different browser?

Are you using any specific security software on the network (WAF for example) that might block specific requests?

[Gisela Lassahn]

Hi @Mirek ,
thanks for your advice!

The problem appears when we click on an issue at an Jira agile board and the issues is shown at the right side of the board. What appears on the right side is called the "Issue Detail View" (for example in the Board configuration).

There we can add comments but can't mention someone with @ in the comment.
Nothing happens when we type an @.

This behaviour is independent from the project, board and issue we choose and also from the browser we use.

Today we'll have a look into the logs and hope to find a hint why it is blocked.

I'll let you know what's going on.

[Gisela Lassahn]

[Gisela Lassahn]

Hi @Mirek ,

we could neither find any hints in the logs or the WAF why it is blocked nor prevent the blockage by deactivating the WAF.

We've found out that in our test environment we don't have the problem, though it is driven with the same Jira version, and that in our productive environment it only happens when we try it in "Visual" mode. In "Text" mode everything is fine.

I'll compare the settings of both environments but I don't think that I'll find any differences that are responsible for this behaviour.

I'll inform you as soon as I know anything new.
Please let my know if you've got any other idea.

[Gisela Lassahn]

I couldn't find any differences in the settings of both environments.
In the meanwhile there has occured another error which could be related to the one described here. I'll open a support ticket...

[Mirek]

Hi @Gisela Lassahn 

This looks like very odd behavior.. but good thing that you were able to determine a specific case (production environment and only Visual mode) when this is reproduced.. 

Not sure what other issue you encountered but if this looks connected it might be also easier to find the root cause of it. Please share if you can. If not and you actually created a support ticket then please let me know if you would get any resolution.

[Gisela Lassahn]

Hi @Mirek ,

the other problem we detected yesterday was the one described here:

[XRAY-9617] Xray is not working in the Kanban Board - Xblend Issue Tracker (getxray.app)

Atlassian support gave us the hint that this could also be the cause for the mentioning problem.

We upgraded Xray from v7.3.0-j9 to v7.4.1-j9 (which we already had in our test environment), and both problems are solved now.

[Mirek]

Oh.. that is another example that a plugin affects main product. My next suggestion would be to check the system in safe more in order to eliminate that root cause...

Not sure how many issues recently are related to some incompatibility but glad at least that at the end vendors find resolutions. And indeed if you had different versions of Xray on PRD and TST that was the case which was actually different.

I am really happy that problem is solved. Thank you for sharing!