Context:
Right now, when someone @mentions me on a record, I only get an email like “You have been mentioned in the Incident record INC0100444,” but the actual comment text isn’t in the email preview (screenshot attached). I’d like to build a report that shows:
The actual comment where the @mention happened
The ticket number (e.g., Incident/RITM) and a link to the record
Filterable by mentioned user and date range
Question:
Has anyone implemented this as a reportable data source? I’m considering a Database View joining activity/journal data to the task record, specifically for Incidents (incident) and RITMs (sc_req_item).
Hi @SwathiBanda,
When someone is mentioned, a new record is created in the Notification [live_notification] table.
In this table, you can check:
- Which record the mention occurred in,
- Who mentioned the user, and
- Who was mentioned.
I believe you can join the Document ID field from the Notification [live_notification] table with the Element ID field in the Journal Entry [sys_journal_field] table to trace the related journal entry.
Thanks!
When mentions are used in record, it triggers email notification
Below is the event that triggers the notification 'sysevent'
Below is the notification 'sysevent_email_action'
Email notification will have record details in 'document' field
sys_journal_field table 'element_id' field can be used as relation to look up corresponding work notes
There are 2 options,
1. Check the possibility of adding latest work notes from sys_journal_field as part of email notification so that it simplifies the whole process and eliminates the need for additional customization
2. Only if above does not work, create a database view table using above relations to fulfill the requirements
I hope you appreciate the efforts to provide you with detailed information. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.
Thanks,
Bhuvan
