question @mentions through API in Developer forum

@mentions through API

Rafał Rataj — Thu, 12 Jan 2023 12:15:38 GMT

Hi,

I have the @mentions notification enabled on my instance and can properly use the mentions on tickets if done manually .

However we have some automations in place raising tickets from eg monitoring tools. the requirement is to have the @mentions pushed from API also sending an email.

Now it seems while in auto-suggesting users ServiceNow does some magic to trigger the mentions. as it the journal fields the mentions are only text that does not differ from the text from the API.

So is anyone able to help me, even with explaining in technical detail the mentions mechanizm?
how it is pushed from the task tables to the live_notification table?

Thank You!

Re: @mentions through API

Rafał Rataj — Wed, 15 Feb 2023 13:25:31 GMT

ok in the end it works with @ [sys_id:user_name] message through the API

exactly this way it is stored in the [live_mention] table

if someone needs more detailed steps those are following:

An '@' is typed in a mention-integrated text area
Fire a request from the REST back end at "/now/v1/form/mention" (not a public api).
As more characters are typed after the '@' step 2 is called with more data
The REST service checks the permissions of the first 5 active users
The REST service returns these first 5 users
The mention popup displays the list of the first 5 users
The user chooses one of these users
An "at mention" readable code is added to the message
The message is posted
The message is parsed for the at mentioned text
A live_message record is created
A live_mention record is created
The "Broadcast Chat APNS" (f110e602d710020023c84f80de610360) BR on insert for live_mention is fired
new GlideLiveMessagePushNotifier().broadcastMentionFromRecord(current) with the new insert is called
the at mention user is looked up
the at mention user permissions are check
a broadcast message is sent
The Event manager queues the at mention
An entry is made in the sysevent table
low-level event batching happens
"Activity Stream @Mention Email" or " Live Message Mention" email is sent

Re: @mentions through API

scottl — Tue, 14 Mar 2023 03:05:46 GMT

Good work in detailing your findings. I will add that the second parameter in the brackets is a plain text output, shown in the comment, and would generally be the user's name.

Thanks.

Re: @mentions through API

Daniel Gajos — Thu, 08 Jan 2026 16:50:36 GMT

Thanks for putting this together 🙂
@ [sys_id:user_name] worked for me