[NF] - Mention Support in Conversation Comments

 

 

The following describes a functionality that is implemented in the system.

 

User Story ID	11320
User Story Name	Mention Support in Conversation Comments
Overview	This release adds @mention support to the Conversation Comment entity. Users can now mention other active users directly within the comment text using the @ symbol. When saved, the comment stores both the full text (with mentions) and the mentioned users’ email addresses. This enables automatic notifications, improving collaboration and visibility between agents.
How to Use it	Open a Case and go to the Comments section. In the Comment Text field, type @ followed by part of a user’s name. Select the desired user from the suggestion list. Complete and save the comment.