User is not receiving notification for @mention in agent workspace for CSM case

anonymous13 · ‎07-26-2023

We have mention user in comment section in Agent workspace but that user is not receiving email notification for "You have been mention in"
Please help us with your solution.
Thank you!

Alexandre Alves · ‎08-07-2023

We're experiencing the same issue. In Workspace, if a work note (e.g. @ValidITILUserName) is entered with the "Post comments" or "Post work notes (private)" buttons, the 'Activity Stream @Mention Email' notification does not trigger.

We've created a SN support ticket which has been "raised to [the] engineering team" through PRB1685124.

In the meantime, we've confirmed the provided workaround is valid:
- the email notification will trigger if the "Save" button is used (instead of the "Post comments" or "Post work notes (private)" buttons in the activity stream).

View solution in original post

Community Alums · ‎07-27-2023

Hi @anonymous13 ,

Please check this thread: https://www.servicenow.com/community/itsm-forum/mention-notification-issue/m-p/248876

anonymous13 · ‎07-27-2023

@Community Alums Thanks for your quick reply But,

User is not receiving email notification for "Agent workspace". If we mention him from platform he is receiving notification for you have been mention .

Ravi Chandra_K · ‎07-27-2023

Hello @anonymous13

Is this issue happening for all.the users for all type of Cases?

Kind Regards,

Ravi Chandra.

anonymous13 · ‎07-27-2023

@Ravi Chandra_K Yes