Differentiating at Quick Glance Mentions in Service Operations Workspace?

KristinaN
Tera Contributor

‎08-14-2025 10:01 AM

When using the mention functionality it is difficult to tell right away if someone executed the function correctly. If someone types @Name instead of clicking the person's name from the dropdown it looks the same and we can only tell if we check the email log. Is there a way to have mentions in the Service Operations Workspace be bold or highlight or some other indicator if the mention is valid?

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎08-14-2025 02:13 PM

Hi @KristinaN 

 

https://www.servicenow.com/community/servicenow-ai-platform-forum/how-can-i-display-other-user-attri...

 

https://www.servicenow.com/community/developer-forum/how-to-set-up-an-email-to-appear-on-the-mention...

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KristinaN
Tera Contributor
In response to Dr Atul G- LNG

‎08-25-2025 03:02 PM

Interesting, so ours is showing the email to differentiate but it is not then putting the name in brackets. It just looks like plain text. However this only appears to be the case when using Service Operations Workspace, outside of the workspace if you mention a person correctly it shows their name like [Name] so you can clearly tell it mentioned correctly.

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