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.

[sathish kumar41]

Hello @Ravi Chandra_K 

User is having the email_composer role. Also i have tried by making that ACL Active. but it is not working.

[Ravi Chandra_K]

Hello @sathish kumar41 

is the user having write access on the record. I mean are the fields on form read only or user can write? (there could be conditions that if Incident is closed, form is read only like that).

check if there are any ACL's or client scripts preventing users access on the form.

also refer:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0790201

if you're sure that ACL is fine, no custom scripts, then I suggest rising Hi Support case with ServiceNow. although I highly think it could be because of some configuration that was made.

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

Kind Regards,

Ravi Chandra.

[Madhuri31]

Hello @sathish kumar41 

Are the Users, which are not able to see this Email option 'Non-ITIL' users? if yes then troubleshooting the below ACL may help you -

The ACL that controls the email is the following: 
https://instance-name.service-now.com/nav_to.do?uri=sys_security_acl.do?sys_id=4c2b9ca497603000715a390ddd2975d2 

If you add the desired role into this, the user will be able to see the email button. 

[sathish kumar41]

Hi Maduri,

User is an ITIL user