Based on [@mention] in the additional comment ,how role is identified, how email can be triggered?

[Sruthi_2511]

how the user in the additional comments [@mention]  is identified   based on their roles ?

and how separate email notification is sent to the user who has role and who doesn't have role !

[Runjay Patel]

Hi,

If you are in caller and any it fulfiller mentioned your name then you will get notification stating your mentioned in.

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Runjay Patel - ServiceNow Solution Architect
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