mentions or watcher in jira service desk , does not populate the users

[Ruthresh M]

When we want to add a user by using "@" in the comment box or reply to a customer or just a comment, it's not showing up in any user in the org. 

And even adding watchers to the watcher list does not appear user names to allow users to see the tickets.

Can we get a resolution on this asap

[Tom Lister]

Hi @Ruthresh M 

In service desk only agents and members of the service desk team can see the tickets.

Customer will need to use the portal.

If there are users in the organisation who need to see tickets e.g. dev teams, they can be added to service desk team. They won’t need to have a full agent license

Tom

[Ruthresh M]

Hi Tom,

Thank for the inputs, but iam not quite understood .

Is there any way , I can show via remote session what actually iam looking for . Hope that will be much more useful .

Please let me know , if there is a way for remote.

Thanks

[Ruthresh M]

Hi Tom,

I also wanted to update that , Jira was already populating the users in mentions and also in watcher list. However the mentions and watchers was working fine with all the user list in our org. 

Something went wrong and unable to figure out.  Could you please assist further , as its impacting our project for ticket closure and other works .

[Amy Wright]

having the same issue in one of our projects @ is not pulling suggested user tags per usual. checked to make users were still listed as service desk agents and they are