@Mention does not work in custom workspace worknotes or additional comments

[Kirthika D]

We have a custom configurable workspace created for a custom application. In this, we have a table, for which a specific form view is available both on workspace and Native view. 

The Activity section in this form contains "work notes" and "additional comments" field and Activities (filtered) formatter. On Native UI, this activity section is visible, but on the workspace,  the work notes and additional comments fields are hidden on the same form view, as the rich text editor for work notes and additional comments fields are available, along with the activities journal listed below. 

On Native UI when a work note or additional comment is entered in with @mention, the email is generated to the mentioned user. But, the same when done using the rich text editor fields of work note and additional comment from the workspace, the same user does not receive any email. 

Could this issue be resolved? Also, are there any steps to debug how this email is triggered when a user is mentioned?

Thanks.

[Sandeep Rajput · Accepted solution]

@Kirthika D 

This is already a known issue in the latest release a problem ticket PRB1685124 has already been logged for this issue by ServiceNow. 

A workaround to trigger @mention issue on workspace is to use Form's Save button instead of worknote's post button. This will trigger the email notification in Workspace.

A similar thread has also been logged here https://www.servicenow.com/community/developer-forum/user-is-not-receiving-notification-for-mention-...

Hope this helps.