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01-16-2025 04:18 AM
Hello everyone,
Currently users receive a notification every time a comment is left on an incident or ritm (this one is a cash register), the fact is that when mentioning a user with @Community Alums they receive the notification of the mention and the comment. The cash register notification is triggered through an event associated with a Business Rule called "incident events" what I don't know is how the mention works in servicenow and how to filter it to cancel the sending of the cash register notification in case the user has already been mentioned.
Any ideas?
Thank you very much and best regards.
Solved! Go to Solution.
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01-16-2025 05:17 AM
@mention has it's own notification (Activity Stream @Mention Email) and runs on the 'live_notification' table. Your comment is triggered from the task record, so these are two separate notifications that don't cancel each other out.
The only way you (maybe) can prevent this, is by using an advanced condition on the 'comment' notification to validate if it starts with @ and the name is the same as the user that is receiving the email, but that's tricky, because it really is the name field that is shown in the comment.
Just leave it as is and the work instruction should be that users already part of the ticket, shouldn't be used as 'mention' since you already email them. Solving people problems with technology isn't always the best thing.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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Sunday
The need access to the record and not have turned off the subscription to that email.
And you are responding to a question that is over a year old and is only related to the question itself (not the same). It's always best to create a new question when that occurs, because you will be helping others with that as well.
Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
