Issue with Email Layout Banner Visibility for ITIL Users

[VasukiS]

Hi Team,

We have recently added the company banner to the Email Layout and linked it to the Email Template, which is being used for notifications. The banner appears correctly in activity log notifications.

However, for ITIL users, only the notification text is visible— the banner does not appear. This seems to be an access-related issue, although the exact cause is unclear. Notably, there is no out-of-the-box ACL defined for the Email Layout table.

Additionally, the attachment option is enabled in the notification settings, so that does not appear to be the root of the issue either.

Would appreciate any insights or suggestions to help resolve this.

[Ankur Bawiskar]

@VasukiS 

Is it visible for admin in activity log? If yes then it means access issue

try this and add your itil role in that ACL

If my response helped please mark it correct and close the thread so that it benefits future readers.