Activity Stream_@mentioned user

KoilmaniP
Giga Contributor

3 weeks ago

In my ServiceNow instance, while mentioning a person(@mani) in the comment/work notes of the story form , the mail to be triggered to the @mentioned person as per OOB behavior. it is working fine but for few case workers/developer , if they mention anybody in the work notes the mail is not triggering.

 

Upon analysis  it is found that, it is captured in live_notification table, and the event also triggered as expected(having log in sysevent table) . But the email is not triggered to the @mentioned user. please help to sort it out.

Also, please let me know which value will get passed for Parm1 and Parm2 of 'notification_engine.process' event, which triggers the notification 'Activity Stream @Mention Email'.

 

Please advise.

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Huynh Loc
Mega Sage

3 weeks ago

Hi @KoilmaniP ,

The event is being processed, but no email is sent. Could you please verify the following:

  1. The user is active and not locked out.
  2. The user record has a valid email address populated.
  3. The user has email notification preferences enabled.

Please refer to the following resources for troubleshooting:
Email Notification was not triggered to users even after the event got processed 

Troubleshooting Outbound Email 

 
The out‑of‑box notification (Activity Stream @Mention Email) executes based on insert or update actions on the live_notification table and does not rely on events anymore

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