how can we get notification with @mention

[bettymaes]

We are using @mention feature, but do not get notification via email. I have put all notifications on my profile, but do not get email when I'm @mentioned in a ticket chat. (connect) 

How can we setup / activate these email notifications? is this on system level? 

thanks

Betty

[Menno Aret1]

Dear community,

In general take the next steps on debugging why someone is not receiving an email notification:

1. Check if the notification is active
   
   
2. Check if the condition will result in true for your user
   

   In this example for the @ mention email the user must belong to the live_group_profile or if not the user should have read access to the field for the record where he/she is mentioned

3.  Check if the user is a recipient of this notification, if event creator is equal to the user make sure the checkbox Send to event creator is checked
   
4. Check if the user has an email address filled in on their sys_user record
5. Check if there is a Notification Device record for the user in the cmn_notif_device table
6. Check if the user is still subscribed on this notification, navigate to the cmn_notif_message table and search on user and notification, a record should exist
   

   Open that record and check if Device points to the Notification Device and if there is a filter:

   

   In this case the filter is set on Unsubscribe and the email will not be sent out, clear the filter or let the user subscribe again from the Notification Preferences

   

If the email was working earlier and stops working for certain people check the last step first 😉

I hope this will help someone on debugging this. If so please like 👍  otherwise let me know.

Kind regards,

Menno Aret