Enabling the Email Client is not working

[Katie A]

Hello, I am trying to enable the Email Client on a custom table (extended from Task).

I followed the instructions: http://wiki.servicenow.com/index.php?title=Enabling_the_Email_Client#gsc.tab=0

Step 1:

Set Table Attribute email_client=true

Step 2:

Create an Email Client Template for the custom table

The user DOES have the ITIL role. The ITIL role does have access to execute EmailClientProcessor.

The email client DOES work with an account with the admin role.

Issue:

The Email Client button is at the top of a record and when clicked the popup "Compose Email" appears. However, the email composition fields do not appear.

See screenshot, the email client is not loading fully:

[sachin_namjoshi]

Please check that ITIL role is added to below ACL

Control access to the email client

Regards,

Sachin

[Katie A]

Thanks, yep the access control is set up properly to allow users with the ITIL role (it wasn't changed from out-of-box).

[sachin_namjoshi · Accepted solution]

Hi,

Please check below post which has resolution for compose email issues

Identifying a problematic quick message in the Email client

Regards,

Sachin

[Katie A]

Thank you, but the user in question is brand new and does not have any existing quick messages linked to her account.