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

[Khanjan]

Hello Khadija,

Thanks a lot for the reply.

So I can see the mails generated by my account, not for the entire team. 

Is there any other role, I need to assign to my members, except the admin role, to view mails generated by other team members too?

Thanks,

Khanjan

[khadija3]

just to make sure I understand, you're an agent with the role 'sn_customerservice_agent' what do you mean by my account  ?

I just did a test on a developer instance and an agent can see all the emails 

[Khanjan]

Hello Khadija,

Thank you for the reply.

An agent, the role: "sn_customerservice_agent"

I apologize for the miss: By emails, I meant, System Logs > Emails

not the emails within a case form of an agent.

Can an agent role see System Logs > Emails at the internal platform?

Awating for the reply.

Thanking you,

Khanjan

[Chuck Tomasi]

Ordinary users cannot navigate to System Logs> Email. The System Logs application menu requires admin access. However, you could change it or create a new module under an existing menu to allow them to get to the sys_email table.

That beings said, ACLs prevent non-admin users from seeing the vast majority of records so you're going to get a lot of these kinds of messages:

Which can be frustrating to most users. A before/query business rule could straighten that out by determining if the user a) does not have has admin role, b) can read the record. Put "a" in the BR condition, and "b" in the script like current.canRead()

About Before Query business rules | ServiceNow Docs

[Khanjan]

Thanks a lot Chuck!