How to Mention External Users
Overview
The Mentions tab in External Share configuration window allows users to tag external users in comments on issues (work items). Tagged users are linked to the corresponding comment.
This feature is available for the following share types:
Issue (Work Item) - Mentions can be created for comments.
Filter, Board, Timeline - Mentions can be created for comments, and work items can be selected if they are exposed by the share.
Mentions are designed specifically for external users. Mentions of internal Jira users are not displayed in the External Dashboard.
How to Create a Mention
Create new external share link or open the existing one. (External Share link configuration window)
Open the Mentions tab and Click Add Mention button.
Enter one or more external user email addresses using comma separation. Then, select Work item and Comment.
Mentions are shown with the external user’s full name when available. Otherwise, the user’s email is displayed.
The mention will appear in the Mentions tab in External User Dashboard once the comment is posted.
In the Mentions tab, external users can view the share name, a comment preview, the user who created the mention, the Jira instance it came from, the mention date and time, and the share deletion date and time.
Notifications
Below is an example of an email notification for a mention.
When an external user is mentioned for the first time from a Jira instance, one email notification is sent. This behavior is intentional and designed to prevent notification spam for external users.
If the tagged external user does not exist in the system, an invitation email is sent with a link to complete registration by setting a name and password.
To receive future email notifications for mentions from the same Jira instance, the user must accept notifications in the Notification Permissions tab on the External Dashboard. This opt-in approach ensures that external users stay informed without being overwhelmed by unsolicited emails.
However, if notifications are not approved, mentions are still saved and can always be reviewed later in the Mentions tab on the External Share Dashboard.
When to Use Mentions?
Mentions allow teams to directly notify external stakeholders about important updates or questions on shared Jira tickets. By mentioning an external user in a comment, you ensure that the right person is aware of the discussion and can quickly review the context in the External Dashboard, without needing full Jira access.
This helps reduce back and forth communication, keeps conversations connected to the work item, and ensures external users do not miss critical information.