How can I send email notifications to staff accounts when they are mentioned in an incident private note?

Environment:

Browser User Interface (BUI), 24A and later

Resolution:

In Browser User Interface agents can mention other agents in private notes. This action will cause an email to be sent to the mentioned staff account so they can take appropriate action on the incident note.  

For this feature to work, the site must be upgraded to 24A or later. Staff Account records must have an email address defined and their Email Notifications setting must be set to "Detailed notifications always" for the Email Notifications setting. Lastly, Mentioned message template must be enabled, this is under the Administrator Notifications. For detailed steps, refer to Answer 1389: Configuring different email messages for each interface.

The mention feature only works with incident threads that are of type Private Note. 

To use the feature, simply type @ followed by the agent's first and last name. A menu will automatically appear allowing you to select the correct agent and create a mention.   

Additional information about this feature can be found at What's New in 24A