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