Issue with Activity Stream @Mention Email notification on HR Case not displaying number

[Derek C]

Hi all,

I'm wondering if anyone has seen, or has any insight into, an issue I'm having when using the @mention functionality in the activity stream. 

When someone is mentioned in  a record like an incident, the system generates and sends an email with relatively useful information, e.g.  

Subject: You have been mentioned in INC0605308

Body: You have been mentioned by [user name] in the Incident record INC0605308 <-- links to the record

However when the same functionality is used on the HR Case table, the system generates and sends an email with basically no information, e.g.

Subject: You have been mentioned

Body: (totally blank)

I've dug deep into the logic that sends this email, and came to the conclusion that the system does not have GlideRecord Read rights to the HR Case table (but could be WAY off), and therefore can not build the text / link that is written into the email Subject and Body. I've looked into the "Restricted Caller Access Privileges" and the "Cross scope privileges" but I can't figure out the right combo to make it work correctly.

Anyone have any thoughts / suggestions?

Thanks!

- Derek

[Derek C · Accepted solution]

I figured it out! 

I was on the right path, I finally stumbled upon https://hi.service-now.com/kb_view.do?sysparm_article=KB0719155 which led me to the correct configuration.

The answer is to

Create a Restricted Caller Access Privilege record by:

1) Navigating to System Applications ==> Application Restricted Caller Access Privilege.

2) Click the New button and then add the following information:

Source Scope = Global
Source Type = Scope
Status = Allowed
Target Scope = Human Resources: Core
Target Type = Scope.

When the record is created now clicking on the 'show email details' link from the activity stream actually shows the content of the email.

[suryaprakash123]

Hi @Derek Culbertson , @Derek Culbertson,

We are also got same issue as you mentioned, have you identify where that blank notification is coming from?

[Derek C]

Hi there,

We did find the answer, please review the reply on the original post and the accepted solution.

Essentially the scope that built the notification did not have rights to view the data and therefore was causing a blank email to generate.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0719155 

[suryaprakash123]

Hi @Derek Culbertson, @Derek Culbertson,

I had tried to create new 'Application Restricted Caller Access Privilege' as you mentioned, but still didn't worked, I notified that document ID filed is empty,this might be the reason users are getting blank notification, Could you please look into this and please do let me know,