User mentions are not working as expected in Jira
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
Mentioning a user with the "@mention" feature does not work as expected, with one or more of the following symptoms:
@mention does not populate a username
Pressing Enter to auto-complete a username does not work
The mentioned username does not appear properly as the user's display name, but as [~username]
No email is sent to the mentioned user
Solution
Causes
Here are possible causes for each of the above symptoms:
@mention doesn't populate a username
Cause | Resolution |
|---|---|
The user who is trying to mention another user does not have Browse Users global permission, which is required to browse (populate) users. | Ensure that the user has Browse User global permission. Please refer to Managing Global Permissions. |
If running a version previous to Jira 6.1.1, a bug was reported in JRASERVER-28081 - @Mention failed if the user mail visibility is set to Hidden | Upgrade Jira to 6.1.1 or above |
Pressing Enter to auto-complete a username does not work
This is caused by Zephyr plugin, as reported in JRASERVER-41358 - @ Mention used to allow selection w/ Enter key - now needs mouse click.
This is being tracked by the Zephyr team, as discussed on the bug ticket above. As a workaround, Mouse Click or pressing Tab is able to select the mentioned user instead of pressing Enter.
The mentioned user does not appear as the user's display name, but as [~username]
Ensure that the field is adjusted to use the Wiki Style Renderer. Please refer to Configuring Renderers.
No email is sent to the mentioned user
There are several possible causes for this. They include:
the outgoing mail server is not functioning
the mentioned user does not have Browse Project permission
the issue where he's being mentioned has a security level that restricts him from viewing it
There is an empty Recipient against one of the Notification Events (a notification event is set up to have a recipient, but is blank) on the Notification Scheme page.
After confirming the Permissions of the mentioned user, and checking any issue security on the affected issue, the next steps to troubleshoot this problem are:
Ensure the outgoing mail server is working properly and the mentioned user is able to view the issue
Delete any empty Recipients against a Notification Event
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