@ mention failures

[John Driscoll]

I've got a user who cannot get the @username mention feature to work.
The user in question is in our Active Directory as are the intended recipients he wishes to 'mention'.  The originating user and recipient users are also among users configured within the Jira project.

Is there a security setting or permission configuration I should check to resolve this?  I've not had much luck searching the jira cloud documentation for assistance.

Any guidance would be appreciated!

[Trudy Claspill · Accepted solution]

Hello @John Driscoll 

A user must have the Browse Users global permission for "@" mentions to work. Start by checking that.

[nagarjun0979 · Accepted solution]

@John Driscoll you can check with permission helper it will show you which permission is needed for that user

[John Driscoll]

Thanks Trudy and nagarjun0979.  The root cause has been identified.
The user in question wasn't setup as a member of jira-software-users group

Much appreciated!

[David Kim]

I have a user that is not in this group but under jira-servicedesk-users group and is not able to mention anyone.  The jira-servicedesk-users group has permission to "Browse users and groups" but still cannot mention anyone.  Is being under jira-software-users required for the mention function to work? 

[Trudy Claspill]

Hello @David Kim 

Welcome to the community.

Is the user trying to use the mention feature within an issue in a Service Management project?

If so, is the user that is trying to use the mention feature a member of the Service Desk Team for the project, or is the user a customer? Same question for the user that they are trying to "mention".

What Jira hosting are you on; Cloud, Server, or Data Center?