Issue in @mention notification

[Barathk]

Hi ,
I have issue in @mention notification for HR case 
user is mentioned @User_Name  the notification is sent and i can able to see in log but that notification message body Is missing (event is missing in message body).
this issue is happend few hr case's
here Iam adding the reference snap
can someon help me to resolve this issue.

[Abbas_5]

Hello @Barathk,

The issue with @mention notifications in ServiceNow can be multifaceted. It often arises when using the "Post comments" or "Post work notes (private)" buttons instead of "Save" after adding a work note containing an @mention. Additionally, the notification might not trigger if the mentioned user doesn't have permission to view the record or its comments. Sometimes, issues can also occur when copying an existing work note with an @mention into a new work note. 

Here's a more detailed breakdown of potential causes and solutions:

Possible Causes:

• Incorrect button usage:

  Using "Post comments" or "Post work notes (private)" instead of "Save" to post the work note can prevent the @mention notification from triggering. 
• Insufficient permissions:

  The user being mentioned may not have the necessary permissions to view the record or its comments. 
• Copied @mention:

  If you copy an existing work note containing an @mention and post it in a new work note, the @mention might not be formatted correctly, leading to the notification not being triggered. 
• Technical glitches:

  In rare cases, there might be technical issues with the system preventing the notification from being sent, even if the other conditions are met. 
• Workspace-related issues:

  If using the agent workspace for a CSM case, there might be specific workspace configurations that affect @mention notifications. 

Solutions:

• Use the "Save" button:

  Ensure you use the "Save" button instead of the "Post" buttons when adding or modifying work notes that contain @mentions. 
• Verify permissions:

  Ensure the mentioned user has the necessary permissions to view the record and its comments. 
• Reformat @mentions:

  When copying an existing work note with an @mention, ensure the mention is correctly formatted (e.g., @[username]). 
• Check for technical issues:

  If the issue persists, contact ServiceNow support or your ServiceNow administrator to investigate possible technical glitches. 
• Review agent workspace configuration:

  If using the agent workspace, review the workspace configuration for any settings that might be affecting @mention notifications. 
• Use the Notification Builder:

  In the ServiceNow Notification Builder, you can configure notifications to be sent to specific users or groups based on conditions, including @mentions

  If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in future it will be helpful to them.

  Thanks & Regards,

  Abbas Shaik