Issue
In the HRM Case info widget in the Service Portal page hrm_ticket_page, the option to ask a question regarding the case is selected, and a connect pop-up displays. If you use @mention in the chat, only the sys_id of the user object is shown.
Release
All available releases
Cause
This is because the @mention functionality is not supported in the Service Portal. Fir details on supported functionality, see the product documentation Supported features in Service Portal.
The sys_id is displayed because the @mention APIs, which retrieve the user object, will not return the user object in the Service Portal. This is the reason why the sys_id is shown as a string. The sn-chat widget is embedded in the HRM Case Info widget, which is responsible for popping up the chat interface. The live_message entry associated with the chat conversation has the same sys_id, and it can retrieve the user object only by using @mention APIs. This would work only in the platform UI.
The @mention functionalities are only designed to work on the platform UI. There are other functionalities and scripts that work only in platform UI and not supported in Service Portal, such as UI macros and formatters.
Resolution
If you try to refer a user via @mention functionality in the Service Portal, it will not work. If you have a user referred in the chat in the platform UI, it only displays the sys_id of the user in the portal, which is expected.
If you want the product team to consider implementing this, you can submit an enhancement request via our Idea Portal.
