An active User's email address changed and now the person shows up twice when '@' mentioning him

[Greg Moore]

The old/original user name that shows up when '@' mentioning this user doesn't send an email to his current address. He never receives an email. He's only listed as a user once. Not all issues have this behavior, it's mostly the older ones from when he had the original email address. How can I eliminate the old user from appearing as an option to '@' mention?

[Vladislav Vaičiūnas]

At list in our case it was duplicated user accounts:

https://confluence.atlassian.com/jirakb/health-check-duplicate-user-accounts-1063554355.html

[Vladislav Vaičiūnas]

Hi, All.

Looks we're having the same issue,  have someone found a fix for this?

[KellyW]

Hi @gre,

To rule out this being an internet browser cache issue, please test this in Incognito/InPrivate browsing session and see if issue persist.

If so, try running the following REST call to clear the user cache:

curl -X DELETE -u username:password http://jira.domain.com/rest/internal/1.0/cache/app

  Make sure to run the DELETE outside of business hours to avoid any user impact, and adjust to command with your Instance base URL and any admin user account and password.

Regards,

Kelly

[Greg Moore]

Thanks for the suggested solution. We ruled out the internet browser cache and that REST call returned a 404 error. The impact is small and it's only one user, on older Jira issues.

[KellyW]

That's rather interesting.
The @mention with existing issue triggers the following REST API call, example I'm at issue# ABC-123 and typed 'aa' to search for the user:

<JIRA_BASEURL>/rest/internal/2/user/mention/search?issueKey=ABC-123&projectKey=ABC&maxResults=10&query=aa

We can post the same query (replace the issuekey, project and query keyword accordingly) in internet browser and see the search result returned against the problematic issue and working issue to note the differences.

Just wondering if the same behaviour is observed across different client machines or different internet browsers.

[MJ Bean]

Thanks again for the suggestion. I gave that a shot with 2 different issues. Both came back with the same result, an array with only one user. This does not match up with what I see in the UI. One of the issues does show the duplicate user.