I'm a system administrator in our Dev instance of ServiceNow. When I go to the "HR Agent Workspace" and I open an existing HR Case, and I click on the ... menu and choose "Compose Email" and then I click on the 2nd icon on the far right for "Quick Messages", I get an image saying "No quick messages yet". Screenshot:
When I impersonate certain other users, the Quick Messages CAN be seen. Why?
The issue was that even though I was a system administrator, I was not in the Group specified in the Quick Messages, as you can see here:
The issue was that even though I was a system administrator, I was not in the Group specified in the Quick Messages, as you can see here:
If you go to the quick messages (sys_email_canned_message) look at the user, group, and table fields. If empty, they are available to everyone. If group is populated, it's only available for members of that group. Same with user.
