Emails sent as a reply to a "comments added" notification need to be visible to the customer.

[brandon_bakowsk]

I have a customer that noticed that they could not see an email that was sent as a reply to a notification from ServiceNow. We noticed that on our end we could see the incoming email in the "Activities" section along with all the comments on the case but the email received "activity" was not visible to the customer from their view. 

The comments in white on the left side are customer visible while the email reply is not, how would I change the email to be able to be seen on the customer end?

[JenniferRah · Accepted solution]

Have you tried going to System Properties -> UI Properties and editing the "Roles that can view email in the Activity formatter when including "Sent/Received Emails" field?

[brandon_bakowsk]

I feel real dumb now but thank you so much, that was the fix!