Provider notification when someone mentions using @name

[Abishek1998]

Hi, 

What I am trying to achieve is if someone mentions my name in an additional comment is an Hr case or Incident, the mentioned person @ should receive an provider notification. 

I tried this in live_notifications table, where all the records are created when someone mentions but the issue is when I click on the received notification, it is taking me to the Live_notification table. I have added onload client script on the Live_notification table also but users are getting an access issue when redirecting. Any other best possible approaches please

[Tanushree Maiti · Accepted solution]

Hi @Abishek1998 

Refer:  https://www.servicenow.com/community/sysadmin-forum/provider-notifications-when-someone-is-mentioned...

https://www.servicenow.com/community/developer-forum/how-user-mention-works-in-servicenow/m-p/315096...

The @mention notification (Activity Stream @Mention Email) is triggered from the live_notification table. By default, when a user is mentioned in additional comments, they receive an email notification, but the actual comment content is not included in the email.

You can customize the OOTB notification (Activity Stream @Mention Email) template to include the comment content in the notification email.

[Abishek1998]

Hi @Tanushree Maiti  -  I am not getting anywhere. Can you mention detailed steps? It quite hard