Trigger an email to user if he is tagged as @username in additional comments.

[Ankita Gupte]

Hello,

I have a requirement whenever user in tagged in additional comments on any module task, ritm or incident then it should trigger an email to that user containing the comment entered or ticket record link when clicked on that ticket number it should open that ticket record in Servicenow.

Is it possible? If yes, how?

[Sahil Dhadwal · Accepted solution]

Hi Ankita,

This is an OOTB function, whenever any user is mentioned in additional comments that user receives an email notification, but the comment itself is not added in the notification.

You can customise OOTB notification (Activity Stream @Mention Email) to add comment to the email.

Regards,
Sahil Dhadwal

[Ankita Gupte]

Hello Sahil,

Thank You for update.

Will you please guide me how can I achieve this.

[Ankita Gupte]

One dout who can tag users in additional comments. I am admin so I can Tag anyone in additional comment. By my manager cannot tag anyone she can tag only "requested for" user in additional comments.