Intermittent "Not authorized to send email" Error While Using Default Email Module

[mukeshmishra996]

Users are experiencing an "Not authorized to send email" error when using the out-of-the-box Classic Email option in ServiceNow.

As a workaround, if the user closes the email popup, refreshes the page, and then tries to send the email again, it works successfully.

Could someone please help investigate this issue or point me in the right direction? I am not a ServiceNow expert and would appreciate any guidance.

[Ankur Bawiskar]

@mukeshmishra996 

check this

Not authorized to send an email 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[mukeshmishra996]

Hi,

Did this solution work for you?

We are facing the same“Not authorized to send an email” issue in ServiceNow Zurich when ServiceNow is accessed through our custom browser(webview2). Users have confirmed that they are not seeing the issue in Chrome or Edge.

We found a similar case reported after the Zurich upgrade, so we are trying to determine whether there is any ServiceNow-side authorization, ACL, session, or cache behavior that could be triggered differently when ServiceNow is accessed through an embedded/custom browser. 

Please let me know what solution worked for you.

[Tanushree Maiti]

Hi @mukeshmishra996 

Try with following troubleshooting steps: 

1. Ensure your SMTP Server Account  is Active:
   check link: https://<your_instance_name>.service-now.com/now/nav/ui/classic/params/target/sys_email_account_list.do%3Fsysparm_query%3DnameLIKESMTP%26sysparm_first_row%3D1%26sysparm_view%3D%26sysparm_choice_query_raw%3D%26sysparm_list_header_search%3Dtrue    & ensure the account is active.

2. Clear your instance cache using cache.do and check and also try to login into incognito/inPrivate mode of browser and check.
3. If non-admin user is getting this error , ensure non-admin user is having role:  email_api_send  .Refer : Grant access to the Email API 

[Ryax]

Hi @mukeshmishra996 
Some of our users are also intermittently experiencing this. I'd be interested to know the following:
1. Are your users trying to send email from a custom application or an OOTB one?

2. Do they have the ITIL role or not?

Thanks

Rich