Why is @mention feature not supported in Service Portal?

Hyung Lee
Mega Contributor

‎07-01-2019 03:21 AM

 

Hello all,

 

I've been searching through documentations and community forums about how to use @mention in the ticket conversation widget(activity stream) inside Service Portal. 

Well, it looks like the feature is not currently supported. Some say it's not available and have no plans to be implemented. Others say the idea is delivered to the dev team, so perhaps it will be someday.

 

https://docs.servicenow.com/bundle/london-servicenow-platform/page/build/service-portal/reference/un...

https://docs.servicenow.com/bundle/madrid-platform-user-interface/page/use/navigation/concept/c_acti...

https://hi.service-now.com/kb_view.do?sys_kb_id=2bb7beb0db19bb08200f0b55ca961914

 

I'm just curious to why it's not implemented already, or why it has such a low priority. 

Also, it would be really, really great if someone could instruct me how to achieve the same functionality (notifying someone not currently involved in the activity / ticket) with different approach. 

 

Thanks in advance,

Lee

 

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4 REPLIES 4

Jace Benson
Mega Sage

‎07-01-2019 06:23 AM

I agree.  However, Unless you dive into how it works on classic, I bet they do some dom stuff to make it work which means they'd have to re-write how that works.

I'd encourage you and anyone else who wants this feature to open a bug/case that this should be in SN and part of the portal with the vendor.

SusanWinKY
Kilo Sage

‎10-04-2019 12:34 PM

Hyung,

We've asked the same question and created an Enhancement request in HI almost 2 years ago.  For us, this is a major missing piece of portal functionality.  Unfortunately, it doesn't look like there are plans to support it.  I see this in the New York documentation:

No plans to support

  • @ Mentions

 

When the new Idea Portal goes live, I plan to submit this and hope it garners enough community support for ServiceNow to consider implementing it, or at least provide an explanation of why they won't implement it.


Susan Williams, Lexmark

Emelia Langa1
Kilo Explorer
In response to SusanWinKY

‎06-09-2020 12:46 AM

Hi @Susan Williams 

Did you log this idea?

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