Jira Service Desk @Mention From Customer Portal

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User FAQ & Reference List


Tag/mention another customer from the same Organisation in Jira service …

We have multiple customers A, B, C set up as Organization X in Jira service desk CLOUD. When Customer A raises a request in the Portal, we can tag/mention him in the comments. However, we want to also tag Customer B,C in the comments, as they are from the same Organization. Another interesting fact is that if any customer from org X leaves a comment on ticket; then agent can tag him moving froward from there.(1)

Service Desk customers can’t use ‘Mention’ functionality?

Jul 6, 2020The editor in the customer portal is different from the one available for agents, so currently, it’s not possible for customers to mention agents or other customers in the portal. There is a feature request suggesting the implementation of such ability: Support mentions in Customer portal(2)

@mention a JIRA Service Desk request participant

Hi <@customer>, please see <@requestparticipant1> or <@requestparticipant2> they had the same issue last week and resolved by … Where request participants 1 & 2 are colleagues of customer and request participants. It seems @mention is limited to the customer, assignee, other agents and other JIRA users. thanks, Chris.(3)

Support mentions in Customer portal – jira.atlassian.com

It is currently not possible to mention users in the customer portal. Although [~username] displays the user as mentioned, but it does not notify the intended user. Suggested Solution Add the ability for customers to mention users in the customer portal Why this is important(4)

Using watchers and @mentions effectively in Jira – Atlassian

In the description you can quickly use an @mention to loop your colleague in on the issue. When you submit the issue to Jira, they will get one notification that the issue was filed. That way, they don’t file the issue thinking that you didn’t. The benefit of using an @mention over adding them as a watcher is that they only get notified once.(5)

Set up and manage portal access | Jira Service Management Cloud …

To do this, the site admin can: From the top right of your screen, select Settings () > Products. Under Jira Service Management, select Customer access. Select Allow customers to create accounts. Select Customers can access and send requests from the portal without logging in. Select Save.(6)

Unable to @mention Customer or Request Participant – Atlassian

Aug 17, 2021Install Service Desk; Have a customer create a request; As an administrator, view the issue in the Issue Navigator; Type a comment and use the @mention feature to mention the customer; Desired Results. A list of suggestions will appear which you can choose the customer or all the request participant, regardless if they have made a comment or not.(7)

Configuring the customer portal | Jira Service Management Data Center …

Dec 9, 2021Select the transition in the workflow, and check the box beside Show transition on the customer portal. Customer transitions behave slightly differently than other workflow transitions: … The help center shows all of the customer portals in your Jira Service Management instance. From here, customers can raise requests in any of the portals(8)

Unable to @mention Customer or Request Participant – Atlassian

Feb 16, 2022Install Service Desk; Have a customer create a request; As an administrator, view the issue in the Issue Navigator; Type a comment and use the @mention feature to mention the customer; Desired Results. A list of suggestions will appear which you can choose the customer or request participant; Actual Results(9)

Tag User in Customer Portal – Atlassian Community

Oct 6, 2020Unfortunately, customers or request participants can not be mentioned in Jira issues, unless those users have permission to browse the project (basically being considered agents) or if they have made a comment on the issue. We have a feature request created to change this behavior: Unable to @mention Customer or Request Participant(10)

@mentions are not working in JIRA – Atlassian Documentation

Resolution. For: Ensure that the user has Browse User global permission, as in Managing Global Permissions. Upgrade JIRA to 6.1.1 or above. Check out the bug ticket for more information. Ensure that the field is using the Wiki Style Renderer, as in Configuring Renderers. Ensure the outgoing mail server is working properly and the mentioned user …(11)

Standard permissions in Jira Service Management – Atlassian

Nov 23, 2020Service Desk CustomerPortal Access; Project Role (Service Desk Team) Project Role (Administrators) Permission to schedule an issue — that is, to edit the ‘Due Date’ of an issue. In older versions of Jira this also controlled the permission to view the ‘Due Date’ of an issue. Move Issues: Service Desk CustomerPortal Access; Project Role …(12)

How do you structure your Service Desk portal?

Jira Service Desk’s Help Center (Portal) collects multiple Service Desk Teams (JSD Projects) and so you probably need at least three different ways those teams work based on the kinds of customers they assist: Any and all customers, “Premium” Customers an Internal Stakeholders/Key Partner Customers. My answers:(13)

Jira Service Management Agent unable to “Mention” users in … – Atlassian

Any Jira Service Management; Diagnostic Steps. Create an issue , or open an existing issue . Write a comment with mentioning the collaborators/agent user, using the following: @username. There are no user suggestions, eventhough the user exists in Jira. Cause. In Global Permission settings , Browse User section not included servicedesk-agent group . Resolution(14)

[JSDSERVER-288] As a customer I want to be able to mention … – Atlassian

As a customer I want to be able to mention specific people easily in comments and descriptions … Customer Portal, Issue View. Labels: 4.18.0-pd; affects-cloud; affects-server; pse-request; UIS: 605 Support reference count: 25 Feedback Policy: We collect Jira Service Desk feedback from various sources, and we evaluate what we’ve collected when …(15)

Unable to @mention Customer or Request Participant | Jira – Atlassian

Mar 4, 2021When adding a comment to a Jira Service Management request, the @mention feature does not list the user that is either a Request Participant or Customer. Diagnosis. Environment. Jira Service Management. Diagnostic Steps. Check if the user to be mentioned is an Agent. Check if the user to be mentioned has added a comment to the said Service Management request. Cause. Any non-Agent will require to be an active participant (added a comment) to the Jira Service Management request in order to be …(16)

[JSDCLOUD-288] As a customer I want to be able to mention … – Atlassian

Oct 25, 2021To learn more about how we use customer feedback in the planning process, check out our new feature policy. Description NOTE: This suggestion is for JIRA Service Desk Cloud .(17)

@mention a JIRA Service Desk request participant

How to @mention a JIRA Service Desk request participant? Products Interests Groups . Create . Ask the community . Ask a question Get answers to your question from experts in the community. Start a discussion Share a use case, discuss your favorite features, or get input from the community. cancel. Turn on suggestions …(18)

Who can customers mention in JSM customer portal … – Atlassian Community

Apr 29, 2022This means that, if the service desk has organisations configured and the end user is a member, they can @ mention anyone within their organisation. They also can @ mention any other user that the agent has added to the ticket as a Request Participant. Agent experience: Agents can now @ mention any request participant.(19)

Mention a person or team | Confluence Cloud | Atlassian Support

Use the editor toolbar If you’d rather use the editor toolbar, choose the @ icon, then start typing the name of the person you want to mention. Choose the person you want to mention from the list of suggestions. Mention a team You can also mention a team in the same way you mention a person.(20)

Excerpt Links

(1). Tag/mention another customer from the same Organisation in Jira service …
(2). Service Desk customers can’t use ‘Mention’ functionality?
(3). @mention a JIRA Service Desk request participant
(4). Support mentions in Customer portal – jira.atlassian.com
(5). Using watchers and @mentions effectively in Jira – Atlassian
(6). Set up and manage portal access | Jira Service Management Cloud …
(7). Unable to @mention Customer or Request Participant – Atlassian
(8). Configuring the customer portal | Jira Service Management Data Center …
(9). Unable to @mention Customer or Request Participant – Atlassian
(10). Tag User in Customer Portal – Atlassian Community
(11). @mentions are not working in JIRA – Atlassian Documentation
(12). Standard permissions in Jira Service Management – Atlassian
(13). How do you structure your Service Desk portal?
(14). Jira Service Management Agent unable to “Mention” users in … – Atlassian
(15). [JSDSERVER-288] As a customer I want to be able to mention … – Atlassian
(16). Unable to @mention Customer or Request Participant | Jira – Atlassian
(17). [JSDCLOUD-288] As a customer I want to be able to mention … – Atlassian
(18). @mention a JIRA Service Desk request participant
(19). Who can customers mention in JSM customer portal … – Atlassian Community
(20). Mention a person or team | Confluence Cloud | Atlassian Support

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