@mention Notification Issue

[Linda_G]

@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]

Hi,

I hope my reply above was Helpful, thus far.

Ok, thanks for providing all that. Please confirm in your email log that the email was actually sent.

Please clarify which table you've mentioned yourself...was this the same affected table or another (I don't think it was fully clear from your post).

Please check for any business rules (before) on the sys_email table and see if somehow there's an abort going on there. You could always ask your peers/team if someone adjusted anything as well.

The out of box mention notification does have a condition script already in it...please verify that and see if it looks like this (line by line):

function shouldSend() {
	var liveGroupProfileGR = new GlideRecord("live_group_profile");
	liveGroupProfileGR.setWorkflow(false);
	liveGroupProfileGR.addQuery("document", current.document);
	liveGroupProfileGR.addQuery("table", current.table);
	liveGroupProfileGR.addQuery("type", "!=", "support");
	liveGroupProfileGR.query();

	if(liveGroupProfileGR.next()) {
		var liveGroupMemberGR = new GlideRecord("live_group_member");
		liveGroupMemberGR.setWorkflow(false);
		liveGroupMemberGR.addQuery("group", liveGroupProfileGR.getUniqueValue());
		liveGroupMemberGR.addQuery("member", current.profile);
		liveGroupMemberGR.addQuery("state", "!=", "inactive");
		liveGroupMemberGR.query();

		if(liveGroupMemberGR.next()) {
			return false;
		}
	}

	var SecurityManager = new SNC.LiveFeedSecurityManager();
	return SecurityManager.canReadField(current.user, current.table, current.document, current.field_name);
}

shouldSend();

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Linda_G]

@Allen Andreas I commented on an sc_task.  I did get eventually get the email.  I did notice, when trying to @mention that when I did it, my name just came up with no issues, however when i went to pick another user, I received the following list, would this make a difference? (see the names)

As for the script, here's the script on the notification, I've looked at this four or five times and didn't see a difference.

These are the business rules as requested.  

[Allen Andreas · Accepted solution]

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.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Linda_G]

@Allen Andreas My apologies, as I've not received, nor could I find any notifications within the last 30 days that were for SCTasks.  I've also not received any, nor have I noticed this until you asked me to send one to myself.  

I also do not have that property in my system.

Looking at this a bit more, I just think it's a permissions issue.  It's now my understanding that if they don't have access to tasks or are not associated to a task, the @mention functionality won't work.  

I'm sorry if I wasted your time.  I appreciate the effort you put into this.  I work with John Sheehan and he speaks very highly of you.  I can now see why.  Have a good day.  My apologies again for bothering you.

[Allen Andreas]

Hi,

No wasted time, haha, I was just saying if there was a bit more information you had that you could share, please always do so 🙂

I wasn't sure if I was being helpful or not, so more so wanting to make sure I focus on the right issue to help you resolve it sooner, that's all. None of my replies are marked as Helpful, so I was worrying I wasn't actually helping.

I'm saying if you had the information about the user not even seeing the user record as a recommend selection, and instead it was saying "Cannot read record", then that points to something like I read permission, as I mentioned in my last reply.

From your post, the way it was worded and how I took it, was that they were correctly mentioning people and the notification wasn't sending on the sc_task table, for anyone.

It turns out, it does work for that table, but for certain users, it doesn't. So that leads us somewhere else, that's all.

Hopefully you get what I'm saying? If you have a bit more information as to the type of user, their roles, and where they are using the mention (as they could only do so if they have "read" rights to the record, else they wouldn't be able to see it at all), let us know?

Please mark reply as Helpful/Correct, if applicable. Thanks!