How do non-admin users access to Email of System Notification?

[Khanjan]

Hi there,

I went through a lot of SN docs and questions on community and yet, I have not been able to find the solution. So below is my query:

I have the SNow instance accessible to only internal users and Customer Service Management for B2B customers.

So having the admin role, I can see the Email Notification (System Notification>Email>Notifications) on my internal instance. However, non-admin internal users cannot access to Email notifications. Please see the images attached to this query. (image1 with admin role, image 2 with non-admin role)

1) Do I need to change roles to my internal users to receive Email Notifications? If yes, then which roles?

Current roles with internal users: snc_internal, sn_customerservice_agent (sn_customerservice_manager)

2) If it is not related to roles, where and how do I make changes so that non-admin internal users can access Email Notifications whenever an email is sent to the external users (customers)?

Hoping for the support!

Thanks in advance,

Khanjan

[Chuck Tomasi]

Creating, modifying, and managing email notification requires requires the admin role.

[Khanjan]

Hello Chuck,

Thank you for the reply.

I understand that admin role only can create, manage and modify email notifications.

However, I would like non-admin internal users to access only the list of Email notifications, such as, sender, recepient, subject, escription and the time. Non-admin internal users dont need to create, manage and modify emails, they should be only able to see them.

Does it possible with the ServiceNow?

If yes, please let me know the ways.

thanks,

Khanjan

[Vikas-Malhotra]

Hi Khanjan,

Do you wish to give the non-admin users, access to the email logs specifically?

"If email is associated with a record, read access is tied to that of the record. Email visibility can be additionally restricted by notification by configuring the conditional_email_visibility table."

Hence, if you want to change the visibility of the email logs, you might have to configure an ACL for the email log table. " sys_email ".

You may give the read access to this table on basis of the group of users.

Please mark correct or helpful in case it helps.

Thanks!

Vikky

[khadija3 · Accepted solution]

A user with a role 'sn_customerservice_agent' can see the related list 'Emails' on the case form