@ tagging in Additional comments and work notes at the RITM level

[rachelconstanti]

If we @'a user' in comments and work notes in change, incident, and SCTASK we get the correct prompt.  It shows which user (s) 'cannot see record'.

When we do this in a RITM, the tagging is not working.

We are on Washington DC Patch 7a.

Question - I thought this has worked in the past at the RITM level but not positive.
is this by design or should we report this to ServiceNow or does someone have a fix?

Thank you,

Rachel

[Abbas_5]

Hello @rachelconstanti,

Please refer to the below links:
https://www.servicenow.com/community/developer-forum/how-to-assign-the-tags-to-ritms-records/m-p/286...

https://www.servicenow.com/community/itsm-forum/tagging-enhancement-record-in-ritm-automatically-whe...

If it is helpful, please mark it as helpful and accept the correct solution. In future, it might be helpful for someone to refer to this solution.

Thanks & Regards,

Abbas Shaik

[rachelconstanti]

Hi Abbas,

Thank you for the response.  Neither of those links have a solution that helps with the issue we are having.  The issue is we can no longer tag a user at the RITM level.  It works everywhere else in our instance - just not here...

Rachel