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]

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

[Khanjan]

Hello Chuck

Your insghit was indeed helpful, however, I am yet to try and verify.

Thanks again for the efforts!

[khadija3]

Hello,

Sorry for the late reply, this the ACL that allow internal user (snc_internal) to see emails that are associated with a record the user have access to.

sys_security_acl.do?sys_id=8de12cdfc0a8016701fdf6b2bdb041cb&sysparm_record_target=sys_security_acl&sysparm_record_row=1&sysparm_record_rows=17&sysparm_record_list=nameSTARTSWITHsys_email%5Eoperation%3Dread%5EORDERBYname

Sytem logs application is only visible by administrators, you can create you own module that list emails 

you can see here that I created a new module under self-service application and an agent can access emails not all but only the ones that are associated with cases 

I hope that this answer your question

[Khanjan]

Hello Khadija,

Thank you for the efforts and info!

I will try the above method and I too hope, it works!

[Sarup Paul]

Not sure I understood the use case. Who are these non-admin internal users? Customer Support Agents? Do they not already see that info in the Case / Email on Workspace?