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‎01-10-2025 01:21 PM
On the Incident "@Mentions" are supported but on the ESC Portal I am not able to select the mentions. Is their we can customize this to achive the need.
Solved! Go to Solution.
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‎01-10-2025 08:11 PM
Hi @Sagar Rd ,
Unfortunately,
@mention functionality is not supported in the Service Portal. The following documentation explains the same.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827244
The sys_id is displayed because the @mention APIs(which retrieve the user object) will not return the user object in the Service Portal/ ESC Portal. This is the reason why the sys_id is shown as a string. This would work only in the platform UI.
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‎01-10-2025 08:11 PM
Hi @Sagar Rd ,
Unfortunately,
@mention functionality is not supported in the Service Portal. The following documentation explains the same.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0827244
The sys_id is displayed because the @mention APIs(which retrieve the user object) will not return the user object in the Service Portal/ ESC Portal. This is the reason why the sys_id is shown as a string. This would work only in the platform UI.
