@mention in work notes is not working for some tables

[Michael51]

Hello All,

we use @ mention functionality for our Work notes to mention users by which it send the emails to the mentioned users  which is working fine for some tables but it is not working for other tables like RITM , sc_task

can anyone assist how we can check this configuration and make this to work on above tables 

TIA

@Ankur Bawiskar  @Pavankumar_1 

[Pavankumar_1]

Hi @Michael51 ,

If you @mention on work notes it will create record on live_notification table. May be using this table conditions you are sending notifications.

you can check notifications on live_notification this table.

[Michael51]

Hello Pavan;,

when we try to Include mention it is not showing the users itself  , functionality is not working completely 

[S Goutham]

Hey @Michael51 :

Is this happening for all users or only for only certain users?

[Paul Curwen]

Check this out: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0781565

Resolution

1. For any form, make sure that the Journal Input fields, work notes, additional comments, and any other Journal Input fields where you want @mention to work, are in the same form section as the Activity Stream.
   • Configure the form layout to move them around to fix the issue.
2. Additionally, for another affected form, the Notes field seems to be in the same form section as the Activity stream but it needs to be added to the Activity stream fields.
   1. Click on the Filter (funnel) icon next to the Activities field on the form.
   2. Scroll down and click on Configure Available fields.
   3. Move the Notes field from the Available side to the Selected side and Save.

Making sure that both the above requirements are filled should fix the issue.