Email Option is missing in Incident

[sathish kumar41]

Email option is missing in the incident, i have attached the screenshot for issue, Please anyone suggest.

[Ravi Chandra_K]

Hello @sathish kumar41 

Greetings!

this could be because missing dictionary attribute email_client=true on the table. you can add if it is not there.

refer the image below

also check if user accesing has email_composer role.

please refer the below support article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0684044

https://docs.servicenow.com/bundle/utah-platform-administration/page/administer/notification/concept...

Please mark my answer correct and helpful if it helps you!

Kind Regards,

Ravi Chandra.

[Madhuri31]

Hello @sathish kumar41 

Please refer the below steps in KB Article below -

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0712446

Please mark my answer correct and helpful if it helps you!

Kind Regards,

Madhuri

[sathish kumar41]

Hello @Ravi Chandra_K 

But this issue is not global, this is happening only for the specific user.

[Ravi Chandra_K]

Hello @sathish kumar41 

then it might be because of roles.

check if user accessing has email_composer role.

also check if there are any ACL restrictions. refer the support doc below

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717937

Please mark my answer correct and helpful if it helps you!

Kind Regards,

Ravi Chandra.