@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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View solution in original post

Musab Rasheed · ‎05-12-2022

Ok, can you check notification 'when to send' part if anything included to exclude sc_task.? and for Business rules just bring 'query' field on list and check if any query BR exists.? I had similar issue with story module and I found that it was happening due to query BR. please check

Please hit like and mark my response as correct if that helps
Regards,
Musab

Linda_G · ‎05-12-2022

When to send is fine.. when i add query and search on true for query it brings up a list of 62, these caught my attention...

Lisa22 · ‎08-07-2024

Could I have confirmation that a mention is only available on the console? We have a number of standard users who do not have access to the console and so would like this feature on the portal.

Lisa