@mention Groups in Work Notes

[tiguin2798]

Team, I am new to ServiceNow and it has been requested to add @mentions for groups to be tagged in work notes and additional comments as users can. Is there a way to add in this function as the most recent response I am finding is from 2020 where this was not possible. This was a highly used function in our previous ticketing system we would like to retain.

We are on the Utah release and I see that this was to be implemented with New York.

https://www.servicenow.com/community/developer-forum/mentions-groups/m-p/1413135

[Allen Andreas]

Hi,

Unfortunately, this still doesn't appear to be supported by the platform. I'm unsure where the other poster got the information from that in New York this would be added. I can't find anything about it being added and in a fresh Vancouver instance, I can't mention groups.

With that said, it does look like there's a possibility to add this functionality without too much effort. Perhaps review this post here and consider implementing the same. Essentially, you can have your users use @group and then the group name and in a business rule, work to trigger the mention with the sys_id of the group maybe?

https://www.servicenow.com/community/developer-forum/how-to-tag-an-assignment-group-on-work-note/m-p... 

[MakhanlalM]

Business rules 

Table name : sys_journal_field 

after or async

(function executeRule(current, previous /* null when async */) {
// Get the comment text where the user may have tagged a group using @ACRONYM
var commentText = current.value;

// Look for a pattern like "@ABC" (an @ sign followed by letters)
var acronymMatch = /@([A-Z]+)/i.exec(commentText);
if (!acronymMatch || acronymMatch.length < 2) {
// No acronym tag found, so just exit
return;
}

// Extract the acronym and convert it to uppercase to standardize
var acronym = acronymMatch[1].toUpperCase();

// Find the user group whose name matches the acronym exactly
var groupRecord = new GlideRecord('sys_user_group');
groupRecord.addQuery('name', acronym);
groupRecord.query();
if (!groupRecord.next()) {
// No group found with that name; exit
return;
}

// Find all members of the group
var groupMembers = new GlideRecord('sys_user_grmember');
groupMembers.addQuery('group', groupRecord.sys_id);
groupMembers.query();

// Collect all user sys_ids of group members
var userIds = [];
while (groupMembers.next()) {
userIds.push(groupMembers.user.toString());
}

// If no users found in the group, exit
if (userIds.length === 0) {
return;
}

// Get the incident record related to this current record (based on element_id)
var incidentSysId = current.element_id;
if (!incidentSysId) {
return;
}

var incidentRecord = new GlideRecord('incident');
if (!incidentRecord.get(incidentSysId)) {
return;
}

// For each user found in the group, trigger an event (like a notification)
userIds.forEach(function(userId) {
gs.eventQueue('tagged_user.test', incidentRecord, userId, incidentRecord.number.toString());
});

})(current, previous);