Issue with Activity Stream @Mention Email in portal

[Puneet Hegde1]

Hello Everyone,

I’ve noticed that when someone mentions a user in a ticket using @, an email is triggered stating, “You have been mentioned in ticket number.” However, there’s an issue—if the user doesn’t have access to the native view, they can’t open the ticket from the portal.

Does anyone know how to resolve this?

We currently have an out-of-the-box (OOB) script, but we’d like to make some adjustments. Specifically, the redirection should be dynamic, sending users to the internal portal, external portal, or native view based on their roles.

I believe some of you might have configured this kind of setup before. Your insights would be incredibly helpful!

Thank you so much in advance!
Puneet

[Mark Manders]

You can tag any user, but if that user doesn't have access to the record, no access is granted. It doesn't matter where you are redirected to.

A user not having access to the native view, probably is a user that doesn't have a role, so they only have access to their own tickets. 

[Puneet Hegde1]

Dear Mark,

Thank you for your response. If a user ticket belongs to user who, for some reason, mentions that they are unable to access the record via the email hyperlink when they receive this email, do you have any suggestions on how to resolve this issue?

Best regards,

[Mark Manders]

If the user has access to the record, they should be able to open it. Question is why you want to tag a user in a ticket that he is already a part of. The normal notifications will take care or those emails, right?