@mention Notification Issue

Linda_G · ‎05-12-2022

@Allen Andreas Good morning, I'm having an issue with the @mention Notification in ServiceNow. We have users that are trying to @mention users in comments in the additional comments field in SCTasks and the emails are not being sent.

There was another question where you answered that it could be many things, but to check to see if the user was active, had notifications active and the OOB @mention Notification had not been changed. I've looked at all of your suggestions and i'm still having the issue. Any other ideas/suggestions?

Thank you,

Linda

Allen Andreas · ‎05-12-2022

Hi,

We'd want to focus on sys_email (as mentioned above) and "before" records, specifically.

When you use the mention feature, the name would show up for selection:

and then the name gets put in a bracket, like so:

If you're saying that you received the notification and it was on the sc_task table, then all of this research about checking for that table to be blocked from them sending is irrelevant. If you're also saying that when other users use the mention feature it doesn't work like it's supposed to, that would have been nice to know in the beginning...heh...because then we're talking about completely different issues and it has nothing to do with the notification not sending or why we'd focus there.

If they are seeing messages about not seeing the record, etc. then they may not have appropriate "read" rights to see the user's information.

Please check the system property for: glide.ui.mentions.check_record_visibility

and the mentioning actually causes an impersonation event to trigger. If your instance is set to now allow that to happen, then the cannot see record will appear.

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Musab Rasheed · ‎05-12-2022

Hi @Linda ,

Is this happening with all users or only with few users.?

Regards

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Regards,
Musab

Linda_G · ‎05-12-2022

So, it looks to be happening with all users for SCTasks. Someone setup a different notification in our environment for incidents, which is working. It also is working for stories, but not anything related to SCTask.

Musab Rasheed · ‎05-12-2022

Hello Linda,

Works fine in my instance, can you check notification , email script 'ng_activity_mention_body' and script include 'ActivityMentionEmailValues' function 'getEmailValues()' and see if something has been added to exclude SC_TASK table.? you can paste screenshots as well. if everything is OOB then just check if there is any query BR on sc_task , if yes disable and test.

Regards

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Regards,
Musab

Allen Andreas · ‎05-12-2022

Hi Linda,

Thanks for the mention and I'm glad to see someone has already jumped in to help.

So to clarify, you've reviewed your mention notification and checked the condition field (script and settings) and all that within the "when to send" tab and no issues are there?

Has any mail script been added to the notification? If so, if the mail script is failing or having an issue, it can cause the notification to not send.

So you've impersonated the test user and checked their user preferences to ensure they have notifications active as well as have a channel (email channel) slid on?

Have you tested with other users? Can you try with impersonating someone, then mentioning yourself, if all your settings are correct?

You're saying the very same user can be mentioned in an incident, for example, and they get that notification?

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