disable tagging people in the additional comments of the case

[SNUser199]

Hi everyone,

I am looking for a way to disable tagging people in the additional comments of the case.

With Australia version, Agents can tag anyone in the comments and worknotes section of the case.
tagging in the worknotes is acceptable as they are internal
but tagging in the additional comments also gives possibility to tag end users and anyone other user which we want to avoid

I would appreciate if someone can help me to find the solution.
PS : I could not find any property or a way to restrict tagging

Thank you

[sanjaygupta]

I think this comes down to how @mentions work in the Australia release of ServiceNow CSM. By default, there may not be a simple setting to disable tagging in Additional comments while keeping it enabled in Work notes.

I’d first check whether your release supports controlling mentions separately for each journal field. A standard property may not be available for this exact requirement.

The ServiceNow Community has confirmed that there is no out-of-the-box setting to disable @mentions for only one journal field. The documented workaround involves customization, so I would avoid changing the shared mention functionality because it could also affect Work notes.

• Review the ServiceNow article on configuring or disabling @mentions.
• If you need to restrict mentions only in CSM Additional comments, test a scoped customization in a sub-production instance.
• Verify that agents can still mention colleagues in Work notes and that customer-visible comments and notifications behave as expected.

The exact implementation depends on whether agents are using the standard form, Configurable Workspace, or another workspace, as the mention interface can differ.

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