Jira Service Desk - can't mention users within organization.

[Simon Singh]

Hi,

We have a standard Jira Service Desk setup, with an organization of four users.  The only Portal User I can mention in a jira ticket is the Reporter. Is there a way for me to enable all users in an organization to be mentioned?

[Marc Jason Mutuc]

Is the ticket shared with the Organization involved?

[Simon Singh]

Hi @Marc Jason Mutuc, I'm not sure I understand the question. The ticket has been created in the Jira Service Desk project that the organization belongs to. So, I guess so?

[Marc Jason Mutuc]

When you create a ticket in Service Desk it can be shared to the Organization you belong to or Private. If the user who belongs to multiple Organizations created the ticket, the default is usually Private. You cannot @mention users who has no access to the ticket.