How to add username or email address on @mention function of Service Now?

Gian1 — Thu, 26 Nov 2020 20:06:09 GMT

I want to add more details to the @mention function of Service Now. Currently, we run into an issue where we have users that have the same name. When we use the @mention function it only shows the First Name and Last Name of that user. I want to add more details to that so it has either their username or email address so we can select the correct user.

Re: How to add username or email address on @mention function of Service Now?

Kieran Anson — Thu, 26 Nov 2020 21:27:33 GMT

Hi Gian,

A solution is to move to Agent Workspace where the email address is present as part of the @mention functionality. Regarding the classic UI, the only way to do this is modify the sys_user table display value as that is what is used as part of this functionality.

IDEA: @ Mention user with same name

ServiceNow has PRB727205 for this, with no solution.
If you like them to fix this, please create incident on HI to get them to prioritize it.

Suggested workaround:
You can try to change the calculated field "name" in sys_user table to calculate first name + last name + (email), so it'd look like in the attached screen capture.
Keep in mind that by doing this, you'll see name + last name + (email) when the system is displaying the user name unless you also change the display field of sys_user table to another field.

question Re: How to add username or email address on @mention function of Service Now? in ITSM forum

How to add username or email address on @mention function of Service Now?

Re: How to add username or email address on @mention function of Service Now?