Is it possible to use the @mention functionality in the Ideation Portal for idea comments?

[Rodrigo15]

In my organisation we use quite often discussions over Teams where we mention colleagues with the @mention functionality. This is great to involve people as the discussion develops.

We want to use an Ideation portal to foster discussions for new IT Projects, so Ideas mature, get into Demands, then Projects, etc.

I have not been able to use the @mention functionality in the Ideation portal. Do you know if it is possible to configure it somehow to involve people in discussions as they progress? I looked in the forum for a similar question but I was not able to find it, nor in the Service Now documentation either.

By the way, I can see the @mention functionality does work in this particular text box where I am typing now, and it looks quite similar to the text boxes used in the Ideation portal so I wonder...

Please let me know,

Thanks

Rodrigo

[Musab Rasheed]

Hi,

Mostly it is possible, I recently implemented for stories module, Please go through OOB notifications, email script and Script include and make adjustment accordingly.

Notification : https://yourinstance/sysevent_email_action.do?sys_id=150055909f021200d5f9b3e2957fcf23&sysparm_record_list=active%3dtrue%5enameCONTAINS%40%5eORDERBYDESCsys_updated_on&sysparm_record_row=1&sysparm_record_rows=2&sysparm_record_target=sysevent_email_action&sysparm_view=advanced&sysparm_view_forced=true

Email script :

(function runMailScript( /* GlideRecord */ current, /* TemplatePrinter */ template,
    /* Optional EmailOutbound */
    email, /* Optional GlideRecord */ email_action,
    /* Optional GlideRecord */
    event) {
    var result = new ActivityMentionEmailValues().getEmailValues(current.table, current.document);
    if (result) {
        result = JSON.parse(result);
        email.setSubject("You have been mentioned in " + result.subjectText);
       
//Musab

        template.print("<p style='color: #424E5B;margin: 0 0 12px;line-height: 26px;margin-bottom: 12px'>");
        template.print(gs.getMessage("You have been mentioned by " + current.user_from.name + " in <a href='/" + result.className + ".do?sys_id=" + result.recordSysId + "'>" + result.linkText + "</a></p>"));
        
		
		

    }
})(current, template, email, email_action, event);

Script include

var ActivityMentionEmailValues = Class.create();
ActivityMentionEmailValues.prototype = {
    initialize: function() {
    },
	getEmailValues: function(table, sysId) {
		var result = {};

		var recordGR = new GlideRecord(table);
		if (!recordGR.get(sysId))
			return;

		var displayValue = recordGR.getDisplayValue();
		result.subjectText = displayValue
			? displayValue
			: "a record discussion";
		var tableDisplay = recordGR.getClassDisplayValue();
		result.linkText = displayValue
			? "the " + tableDisplay  + " record " + displayValue
			: "this " + tableDisplay  + " record ";
		result.className = recordGR.getRecordClassName();
		result.recordSysId = recordGR.getUniqueValue();

		return JSON.stringify(result);
	},

    type: 'ActivityMentionEmailValues'
};

[Rodrigo15]

Hi @Musab Rasheed,

Thanks so much for the time and effort you took to try to help me! I appreciate it a lot. Sorry it took me a while to check out your proposed solution as I was busy with other things... then holidays... 🙂

Now I took the time to check it out in detail. Unfortunately after some hours studying the problem and your proposed solution I am afraid the way to solve the problem does not go in the direction you suggest.

In fact, on some older posts I found here: @mention not supported in the Service Portal, it seems that ServiceNow didn't have at the time any plans to support the @mention feature in the portals 😞

After more research, I found out that a programmer here managed to reproduce the @mention functionality in the Service Portal after an enormous effort of trial and error + reverse engineering...

For the time being I would not risk doing something so complex in PROD in my organisation. If something goes wrong I would get thousands of tickets or even worse people could lose faith in the implementation and stop using it.

I think for the time being I'll place this change request on ice in my organisation in the hope it will be implemented by Service Now in the future or that its implementation becomes simpler.

See you!

Rodrigo