question Re: how can we get notification with @mention in ITSM forum

how can we get notification with @mention

bettymaes — Thu, 10 Oct 2019 11:17:12 GMT

We are using @mention feature, but do not get notification via email. I have put all notifications on my profile, but do not get email when I'm @mentioned in a ticket chat. (connect)

How can we setup / activate these email notifications? is this on system level?

thanks

Betty

Re: how can we get notification with @mention

scott barnard1 — Thu, 10 Oct 2019 11:20:43 GMT

The notification is called:

Activity Stream @Mention Email

Check the email logs to see if that mail is going out to anyone, search by subject should be easiest

Regards

Re: how can we get notification with @mention

bettymaes — Thu, 10 Oct 2019 11:32:43 GMT

Thanks for your fast reply. I cannot find your suggestion in my email log. (while I was @mentioned by my colleague)

I think it must be a setting on system level, but have no knowledge on this

Betty

Re: how can we get notification with @mention

vinothkumar — Thu, 10 Oct 2019 11:33:48 GMT

Navigate to email > Notification and make sure "Activity Stream @Mention Email" is active in your instance

Re: how can we get notification with @mention

bettymaes — Thu, 10 Oct 2019 11:48:23 GMT

thanks a lot. That must be it. I will check with the sysadmin.

Betty

Re: how can we get notification with @mention

Menno Aret1 — Tue, 05 Sep 2023 08:02:46 GMT

Dear community,

In general take the next steps on debugging why someone is not receiving an email notification:

Check if the notification is active
Check if the condition will result in true for your user
In this example for the @ mention email the user must belong to the live_group_profile or if not the user should have read access to the field for the record where he/she is mentioned
Check if the user is a recipient of this notification, if event creator is equal to the user make sure the checkbox Send to event creator is checked
Check if the user has an email address filled in on their sys_user record
Check if there is a Notification Device record for the user in the cmn_notif_device table
Check if the user is still subscribed on this notification, navigate to the cmn_notif_message table and search on user and notification, a record should exist
Open that record and check if Device points to the Notification Device and if there is a filter:
In this case the filter is set on Unsubscribe and the email will not be sent out, clear the filter or let the user subscribe again from the Notification Preferences

If the email was working earlier and stops working for certain people check the last step first 😉

I hope this will help someone on debugging this. If so please like 👍 otherwise let me know.

Kind regards,

Menno Aret