No notifications are sent when user is mented with @

[nannielf]

If a user is relevant to record (f.e. he is "assigned to" or request approver), menting him with @ will nor trigger a notification. 

I can't find conditions for this. Is it OOB behaviour and is there any way to change it?

[Vishnu kumar R]

Hi @nannielf ,

You can make sure this "Activity Stream @Mention Email" OOB notification has enabled.

Please refer to the link below,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779851

Please mark helpful if it helped with your query : )

Thanks.

[nannielf]

Hi @Vishnu kumar R !

Please, notice: problem affects ONLY users related to the record. 

Third party users receive an email after they have been mented, but neither request approver, nor the 'assigned to' person receive email notification after @menting . 

It's common behavior in all record types, regardless to the settings of specific users.

[MonikaB]

This is OOB notification. You can find it in Notifications table

[Anand Kumar P]

Hi @nannielf ,

Yes, this is OOB behavior.

To resolve it:

1. Activate the “Activity Stream @Mention Email” notification (System Notification > Email > Notifications).

2. Ensure the user’s email is set in their sys_user record.

3. Verify the user’s notification preference for @mentions is enabled.

4. Update the notification’s conditions to include roles or relationships as needed.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779851

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand