Has anyone figured out how to @ mention a user in a comment using a process integration? I have a use case where we would like to mention specific users alongside doing an ad-hoc email when a certain ticket is put in.
Thank you so much, this worked perfectly for both hardcoding the user & doing it dynamically.
The long answer…..
I found a way to create functional @mentions in comments generated through an SWSD Process Integration.
The solution came from inspecting the network payload generated by SWSD when a user or group is mentioned manually in a comment.
SWSD generates a mention using HTML similar to this:
<span class="user_with_avatar waiting CommentRichText__mention___jAIXM" data-id="UNIQUE_ID" data-klass="Group"> <span class="username" style="color: #2569e6;"> @DISPLAY_NAME </span> </span>
The important part is the data-id.
data-id
data-id is the unique SWSD identifier used internally to determine which user or group is actually being mentioned.
The visible text, for example:
@Test User
or:
@Test Facilities Group
is only the label displayed in the comment.
The actual mention target is determined by:
data-id="..." data-klass="Group"
I identified these IDs by inspecting the JSON returned for users/groups and comparing it with the network payload generated by a manual @mention .
For an actual SWSD Group, data-id is simply the Group ID.
For example:
Group name: Test Facilities Group Group ID: 5123456
A manual SWSD mention generates:
data-id="5123456" data-klass="Group"
The interesting part is how SWSD handles individual users.
A user has a normal User ID, for example:
{ "id": 3123456, "name": "Test User", "group_ids": [ 5234567, 5345678, 5456789 ] }
The normal User ID is:
3123456
but the ID used by the SWSD mention mechanism is the user's associated Group ID.
From the user JSON records I inspected, this mention-specific Group ID was consistently the first value in the group_ids array:
group_ids
group_ids[0]
For the example above:
User ID: 3123456 Mention data-id: 5234567
Another inspected user showed the same pattern:
"group_ids": [ 5567890, ... ]
and the manual mention payload used:
data-id="5567890" data-klass="Group"
So, in the cases tested:
User mention data-id = first value in group_ids[]
SWSD also exposes this directly for a User custom field through:
{{User field.user.group_id}}
If the group is fixed, the Group ID and name can simply be hard-coded.
Example:
{ "comment": { "body": "<p><span class=\"user_with_avatar waiting CommentRichText__mention___jAIXM\" data-id=\"5123456\" data-klass=\"Group\"><span class=\"username\" style=\"color: #2569e6;\">@Test Facilities Group</span></span> </p>", "is_private": false } }
In this example:
data-id = 5123456 display = @Test Facilities Group data-klass = Group
This generates a functional mention of the SWSD group.
The same approach can be used dynamically with a User-type custom field.
For example, I have a User custom field called:
New hire
The working Process Integration payload is:
{ "comment": { "body": "<p><span class=\"user_with_avatar waiting CommentRichText__mention___jAIXM\" data-id=\"{{New hire.user.group_id}}\" data-klass=\"Group\"><span class=\"username\" style=\"color: #2569e6;\">@{{New hire.name}}</span></span> Test mention</p>", "is_private": false } }
The two variables have different purposes:
{{New hire.user.group_id}}
provides the unique mention target and is inserted into:
data-id="{{New hire.user.group_id}}"
while:
{{New hire.name}}
provides the visible name:
@{{New hire.name}}
After variable resolution, SWSD effectively receives something like:
<span class="user_with_avatar waiting CommentRichText__mention___jAIXM" data-id="5234567" data-klass="Group"> <span class="username" style="color: #2569e6;"> @Test User </span> </span>
data-klass="Group"
This was initially confusing.
Network inspection showed that SWSD uses:
not only when mentioning an actual SWSD Group, but also when mentioning an individual user through this mechanism.
For an individual user, the value used in data-id is not the user's normal User ID. It is the associated user Group ID.
Therefore:
Normal User ID ≠ Mention data-id
Instead:
User JSON → group_ids[0]
corresponds to the mention data-id in the cases tested.
For a User custom field, SWSD makes that value available directly as:
The visible name does not determine who is actually mentioned.
<span data-id="5234567" data-klass="Group"> <span class="username">@Test User</span> </span>
The actual SWSD mention target is determined by:
5234567
The text:
is only the label shown in the comment.
This means that if the visible name is correct but data-id is wrong, the comment may look correct while pointing to the wrong entity or failing to behave as a real SWSD mention.
Fixed Group → data-id = Group ID → display = @Group Name Dynamic User custom field → data-id = {{User field.user.group_id}} → display = @{{User field.name}}
For users, the mention-specific ID can also be identified by inspecting the user JSON; in the users tested, it corresponds to the first ID in the group_ids list.
This allows a Process Integration to create an actual SWSD @mention rather than simply inserting text that looks like one .
I assume you will hard code this in process or not?
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