How is mention functionality on work notes and comments controlled?

[gazalagrawa]

On my instance, I cannot tag anyone using work notes or comments. When I type @ no suggestion appears, looks like functionality is disabled. How can I enable it and can I just enable it for 1 table e.g. defects and keep it disabled for others?

[Tanushree Maiti]

Hi @gazalagrawa 

1. Mentions typically do not work on a new, unsaved record because the record needs a sys_id to link the mention. Save the record first. 

Refer: KB0724958 @mention functionality does not work for new records (not yet submitted) 

Validate it.

2. Ensure that "Notes" or the relevant journal field is checked in (click the Configure activity stream icon (funnel icon) next to the Activities field.) -> the "Selected" column.

Mention works only with field type Journal Input.

Validate it.

3. Ensure the table does not have an attribute disabling it.

• Right-click the form header > Configure > Dictionary.
• Find the Collection record.
• Check if live_feed= false is in the Attributes field. If so, remove it

Refer: KB0722431 Configuring/Disabling @mention behaviour 

4. Check for the email notification : Activity Stream @Mention Email and ensure it is Active

Note: If you are using Service Operations Workspace  or Agent Workspace, mentions may fail if the work notes are not explicitly added to the Compose area

[gazalagrawa]

Thanks for the inputs Tanushree. All the 4 points seems to be fine, still the functionality is not working.