What role/permissions does a user need for the Send Email action to show in an incident/task?

[CatchTheFletch]

We noticed recently that not all users can send an email from an incident or task. I've been looking and found the dictionary entry for sending an email set to true, but is there a role or permission that a user needs in order for the action to show up? I haven't been able to narrow that down.

[Anks26]

Hi,

It depends on the instance on configuration/customised. I would check the differences in the roles between the user. Check if they have "email_composer" which normally is granted by "itil" role anyway, but without looking at your instance it will be hard to identify the root cause. 

Hope this helps! 

Thanks
Anks

[SatyakiBose · Accepted solution]

Hello @CatchTheFletch 

You also need to have the itil role in order to use the email functionality in the context menu.

Non-itil role users will not be able to use this functionality.