Communities @Mention email notifications failure and activity feed crashes - Known Error

Communities @Mention email notifications failure and activity feed crashes Description When users @mention other users in Communities (questions, answers, comments, blogs, events), two critical failures occur:

1. Email notifications are not sent to the mentioned user

2. Activity feed crashes when attempting to render the mention on the Community home page

Steps to Reproduce

Prerequisites:

- Communities configured

- Two test users with forum access

Steps:

1. Create content(Question, Answer, Blog, Comment, Reply etc) with @mention in rich text editor

Log in as Test User 1 Navigate to any Community forum Create a question, blog, or comment Type "@" and select Test User 2 from the dropdown Submit the content 2.Verify notification failure

Check Test User 2's email inbox in sys_email table Expected: No email notification received 3. Verify activity feed crash

Log in as Test User 2 Navigate to Community home page Expected: Activity feed widget crashes or fails to render the mention Workaround Root Cause The TinyMCE rich text editor's schema does not include sn-mention as a valid element with its required attributes. As a result, when content is saved, the table attribute is stripped from the tag. Expected format: " class="class_name">@User Name Actual output (missing table attribute): " class="class_name">@User Name The missing table attribute causes downstream failures in both the notification system and the activity feed rendering on the client side. Workaround This workaround has two parts: - Part A — Fix the TinyMCE editor configuration so new records are created correctly - Part B — Run a fix script to repair existing impacted records

Critical Note: Always test in a sub-production environment first. Apply both Part A and Part B in your lower environment, perform thorough testing, and validate all @mention functionality works as expected before applying to production. Part A: Fix TinyMCE Editor Configuration (for new records) 1. Navigate to: /sp_angular_provider.do?sys_id=237eaa563b00320037556b4ee3efc482 2. In the client script, find the function named setup 3. The existing code looks like this: setup: function(ed) { ed.on('init', function() { var editorContainer = thisEditor.getContainer(); if (editorContainer) { editorContainer.style.minHeight = height + getAdditionalHeights() + 'px'; } }); 4. Add the sn-mention valid elements registration inside ed.on('init', ...) as shown below: setup: function(ed) { ed.on('init', function() { var editorContainer = thisEditor.getContainer(); if (editorContainer) { editorContainer.style.minHeight = height + getAdditionalHeights() + 'px'; } // Workaround: Register sn-mention as a valid element so TinyMCE // Add the below code if (ed.schema) { ed.schema.addValidElements('sn-mention[class|sysid|table]'); } //Till Here }); 5. Save the record. This ensures that any new @mention records will retain the table attribute and work correctly. All community users should clear their browser cache or re-login to ensure the TinyMCE fix is applied when creating new @mentions. Part B: Fix Script Guide for Existing Records For existing records that are already impacted, a background script must be run to add the missing table attribute back to the tags. Affected Tables The sn_actsub_activity.object_name field indicates which table holds the content record. There are 5 possible tables, each with a specific field containing the rich text: Table Content Field kb_social_qa_question question_details kb_social_qa_answer answer kb_social_qa_comment comment sn_communities_blog description sn_communities_event description Steps to Write the Fix Script

Step 1 — Query the activity records

Query sn_actsub_activity with: - verb = mentioned - Optionally filter by sys_created_on to limit scope (e.g., records created after a specific date) Step 2 — Identify the target table and field

For each activity record: - Read the object_name field — this contains the table name (e.g., kb_social_qa_comment) - Use the mapping above to determine which content field to fix - If object_name doesn't match any of the 5 tables skip the record and log it for investigation as it may indicate an unsupported content type. Step 3 — Fetch the content record - Use the object_id from the activity record to query the target table identified in Step 2 - Read the content field value (e.g., comment for kb_social_qa_comment, description for sn_communities_blog) - If the content doesn't contain sn-mention, skip the record Step 4 — Find and fix sn-mention tags - Parse the HTML content for all tags - For each tag, check if the table attribute is present - If missing, add table="live_profile" to the tag attributes Step 5 — Validate before updating Before updating, verify the only change made is the addition of table="live_profile": - Take the updated content and remove all occurrences of table="live_profile" - Compare with the original content — they should be identical - If they differ, do not update — log the record for manual review instead Step 6 — Update the record - Set the content field on the target record with the fixed HTML - Call update() to save Step 7 — Review logs After execution, review: - Total records processed - Records updated per table - Any records that failed validation (these need manual review)

Important Notes - Always test in a sub-production instance first before running in production - Scope the query using a date filter on sys_created_on to limit the number of records processed - Validation is critical — the Step 5 check ensures no unintended modifications are made to the content - Records that fail validation should be reviewed manually as they may have other HTML inconsistencies

Before (impacted content):

Hey @John Smith can you take a look at this?

After (fixed content):

Hey @John Smith can you take a look at this?

Note: The only difference is the addition of table="live_profile". No other content is modified.

Here is a sample script that the customer can use as a reference for writing their own script to correct the data.