question about @mention

[gsimoes]

Do we have access to the process that creates the entries for the live_notification table? For context, when a user is @mentioned, then a record is made and inserted into that table and a notification is sent to the user to let them know they've been mentioned. We had a situation where a user was mentioned but a record was not created in the live_notification table and no notification was sent.  It's not a permissions issue, because later that user was mentioned again and everything behaved normally. I'm thinking the issue is because the user dictionary entry for the Name field (calculated value) was updated to include email (so it shows: "First Name Last Name (Email)") and I am wondering if there's some processing situation that is causing the process to bug out due to confusion with the calculated value. The issue is not 100% re-creatable at present, most times it behaves normally, but I want to prevent the issue since people are expecting the notification to send if someone is mentioned.

The problem happened when a user was mentioned in a work_note in SOW for a scrum task. The mentioned user has visibility to the scrum task and received a different notification later in the day. The failed mention did not create a record in live_notification, so there's nothing needing to be processed. I saw that when the mention succeeds, there are "notification_engine.process" events for the task, but those do not exist when it fails. So I'm wondering if it's possible to get into the script where those events are posted?

[GlideFather]

olá @gsimoes, 

I tried to replicate this in my PDI but couldn't get to it... perhaps I test it incorrectly.

Anyhow, this is the closest I got to, a BR "Send Notification" on the [live_notification] table:

https://yourinstance.service-now.com/nav_to.do?uri=sys_script.do?sys_id=216d6bd3531012002ae9f445fdc58701

It operates with tho other tables:

Live Group Members

https://yourinstance.service-now.com/live_group_member_list.do

Live Group Profiles

https://yourinstance.service-now.com/live_group_profile_list.do

I don't have chance to investigate this further, but perhaps it can help you. Review these two tables for the Scrum task and perhaps try to observe if it the same for a scrum task in SOW and for a scrum task in native UI (can be different but doesn't necessarily need to)...there are checkboxes "Public" and "Visible". 

Not sure if that helps, let me know if you progressed, good luck!

[gsimoes]

Hi. Thanks for your suggestion. I'm looking at these tables now. I don't think it's in here, because this business rule appears to fire in connection with an insert into the live_notification table, but the record is not being inserted. I also don't see anything in the two mentioned tables, but considering that the mentions worked later, it's possible that relevant entries got cleared out.

It's definitely a head scratcher.  Would help tremendously if it was consistent, but possibly was just a weird system glitch.