@user/group mentioned in Incident or ritm worknotes.

[AleshKumarK]

Hi Team,

I have a requirement to configure a notification in ServiceNow. Whenever a user or group is mentioned in the Work Notes using the format [@user/group], an email notification should be sent to the mentioned user or group, including the content of the Work Notes.

Could someone please assist with setting this up?

Thanks,

[Laveena-Agarwal]

Hi @AleshKumarK 

Mention is an out-of-the-box feature and works for Incidents as well. However, it doesn’t include the content in the email — it only notifies that you’ve been mentioned in a specific ticket.

I found an OOB email notification for mentions; you can create a copy of it and modify the email body to include the Work Notes content.

Name - Activity Stream @Mention Email

[Sarthak Kashyap]

Hi @AleshKumarK ,

OOTB it is happening in ServicePortal, in Request ticket page, when you enable the Instance Option,  

After that when you tag anyone the email should send 

Please mark my answer correct and helpful if this works for you

Thanks and Regards,

Sarthak

[RaghavSh]

@AleshKumarK This is OOB behaviour for Journal fields for users. I dont this this can be configured for groups.

The notification is sent from "live_notification" table.

Please mark the answer correct/helpful accordingly.