Using @Mention in the Work Notes at the new Incident/Request Form

[Community Alums]

Hi All,

I encountered an issue where I can't use the @Mention function in the work notes under the new Incident/Request form.

I tested with the the opened ticket to mention someone and it is working.

Please assist and advise, is this normal? or there is a configuration I need to change to have this?

[The SN Nerd]

This is normal - mentions are not supported on new records.

I don't think there is anything you can do to add this feature, other than raising an enhancement request with ServiceNow and hope they add it at some point.

[Community Alums]

So, this has been a known issues to all of the versions?

I'm raising an enhancement ticket to the Hi Portal. Hopefully they can implement this in the new patches in New York Version.

[The SN Nerd]

I'm seeing the same behaviour in my Madrid developer instance.
I'd say it is probably a design decision from the vendor because when you make the mention, the record doesn't actually exist yet, so there is nothing to tie the mention to. I'm guessing Mentions are triggered in real-time.

I'm not sure how they would get around this, the bottom line will probably always be that you need to save the record first.

[Community Alums]

I believe once we open the new record form, it is already creating a running number to the ticket. Perhaps, they can use it as a reference for the relationship of the data.