MIM Post Message Notification Not Alerting or Highlighting for Users

[Vaibhav Ramteke]

Hi Team,

I have configured a Post Message action for MIM notifications, and the message is successfully being delivered to users/members. However, the issue is that users are not receiving any alert, notification, or highlight indication when the message is posted.

Additionally, while reviewing the Post Message configuration, I noticed a section at the bottom related to “Mentions.” I would like clarification on the purpose of this section.

My questions:

1. Why are users not receiving alerts or visual notifications when a post message is sent?
2. Does the Mentions section control notifications or highlighting behavior?
3. What is the recommended way to ensure users receive proper alerts (toast, highlight, or activity notification) for MIM post messages?

Any guidance or best practices would be appreciated.

Thanks in advance

[Tanushree Maiti]

Hi @Vaibhav Ramteke 

Is it something , users were getting notification now they are not getting.

Or once it started its operation in Prod, Users are not getting notification.

1. By default, ServiceNow does not send email notifications to the person who triggered the email action. For example, if you assign an incident to yourself, the system does not notify you of the assignment.

To enable notifications for event creators:

1. Go to System Policy > Email > Email Notifications.
2. Open the notification record.
3. Select the Send to event creator check box.
4. Add yourself to the list of notified users to verify notifications are working.

   Refer: KB0535129 How to troubleshoot email notification errors 

2. If the goal is to specifically highlight a message or alert members dynamically, rely on the @mention function in the Activity Stream

Refer: @mention Notification Issue 

[Vaibhav Ramteke]

Hi @Tanushree Maiti 

Thanks for your solution but

This not for email notification , the alert/notification/highlight on MS team i want as i received message on teams chat/channel.

eg. when some message on teams chat so we get a alert/notification/highlight that kind of i want alert on teams chat.

[Tanushree Maiti]

Hi @Vaibhav Ramteke 

If users are not receiving ServiceNow alerts or highlights on Microsoft Teams, the root cause is usually a missing Virtual Agent conversation record, disabled global notifications, or personal notification settings

Verify Following Notifications settings  are enabled for all users in Microsoft Teams. To verify this:

• Navigate to All → Conversational Interfaces → Settings → General → Channels and Integrations → Microsoft Teams Integration.
• Locate the toggle "Enable Notification for all users" and ensure it is turned on. 

Refer these post: 

Notify groups in Microsoft Teams channel 

Provider Notifications || Notify users in Microsoft Teams using the ServiceNow Virtual Agent bot 

[Vaibhav Ramteke]

Hi  @Tanushree Maiti 
Thank you for your solutions, i really appreciated  and thankful as per my team in our system we can do this way 

Following Notifications settings  are enabled for all users in Microsoft Teams. To verify this:

• Navigate to All → Conversational Interfaces → Settings → General → Channels and Integrations → Microsoft Teams Integration.
• Locate the toggle "Enable Notification for all users" and ensure it is turned on. 
  
  There is another way to do this plz suggest.
  
  Thank you