How to send a notification to the user mentioned as @user_name in Work Notes/Additional Comments?

[Community Alums]

Hi All,

I have a requirement wherein I have to send an email notification to the user who is mentioned in the work notes or additional comments of a task record. For instance, if I add following work notes on an Incident record, an email notification should go out to 'abc' user informing him that he has been mentioned in a comment:

Work Notes: @abc: Please do the needful.

Could someone please guide me how can I configure an email notification for this use case?
Thanks.  

[Ravi Chandra_K]

Hello @Community Alums 

Greetings!

Go to Notifications, and check if OOB Activity Stream @Mention Email" notification is active or not.

refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779851

Please hit the thumb and accept answer as solution if it helped!

kind Regards,

Ravi Chandra

[Community Alums]

Hi Ravi,
Thanks for your response. 
'Activity Stream @Mention Email' notification is already active on my instance still no luck.

[Ravi Chandra_K · Accepted solution]

Hello @Community Alums 

Is email sending enabled on the instance? If not, you have to set up the same from system properties.

If the Activity Stream @Mention Email" notification is active, then mentioned members will get notifications. Did yiu check from email logs. They will not be visible from activity logs.

Please hit the thumb and Mark as correct if it helped!

Kind Regards,

Ravi Chandra

[Community Alums]

Hi Ravi,
Thanks for your response. The user I was using did not have the email notification enabled in user preferences.