Are any configurations available for @mentions to make it clear the right user is being selected?

[Adam Robbins1]

Hi,

Are any additional configurations available for the @mention feature to make it clear that the right user is being selected?

As an example, we have 2 people in the company with the same name and each of these people has multiple accounts in our user table since we pull in admin accounts and other types of accounts.  When a fulfiller goes to do an @mention for this person there are actually 5 values popping up all with the same name. 

Thank you,

Adam Robbins

[Miguel Donayre]

Hello,

Unfortunately, there is no way to change that behavior at this time. The suggested walkaround is to all a picture to the user (womp), and I know not the answer you want to hear. There has to be an Idea submitted to enhance that behavior.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0662451

idea portal 

https://community.servicenow.com/community?id=ideas_list&sysparm_module_id=enhancement_requests

[Adam Robbins1 · Accepted solution]

I tested the following in my personal developer instance and confirmed this works.  The @mentions are using the Name field from the User table which is a calculated field.  The calculation can be updated to include something like the User ID in addition to First and Last name.  This will make the user identifiable.  As an added bonus, of course this extra piece of information shows up anywhere user data is being reference.

[Allen Andreas]

Hi,

I'm glad you found the correct answer that works for you.

Keep in mind, that this may not be considered an "added bonus" for most others as you've change the "calculation" of the sys_user name field and as you mentioned, this will apply everywhere you're using the sys_user.name field within your instance: notifications, list view, etc.

Either way, if it works for you, then great, but I figured I'd just reiterate the downstream effect of this change to the ServiceNow Community as a whole as it may not be an added bonus to most others, haha.

Take care!

Please mark reply as Helpful, if applicable. Thanks!

[Adam Robbins1]

Thanks Allen!  Good call out.