Not authorized to send an email

[pavan patil]

Hi,

We have upgraded our prod instance to zurich, when we try to send an email from case record sn_customerservice_case by using the template called email, when we try to send it to it is showing as not authorized to send an email

Please help on this

[Bhuvan]

@pavan patil 

Is it happening only for Case Management or all modules after the upgrade ?

Is the user sending email has necessary roles for sending emails ? Refer below KA and see if user has necessary roles

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0782213

Check from System logs and Session logs if you can find trace information why it is throwing 'Not Authorized to send email' and check if it expects any additional ACL to allow sending emails

Refer below thread and see if it helps

https://www.servicenow.com/community/developer-forum/getting-quot-access-denied-to-create-new-email-...

https://www.servicenow.com/docs/bundle/zurich-platform-administration/page/integrate/inbound-rest/ta...

As per documentation, role 'email_api_send' is needed for Non-admin users to send email. Check it by assigning the role to the user, clear the cache, logout from the instance and login again and try it.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[pavan patil]

Hi @Bhuvan  ,

It is happening only for case management. We have verified everything like user accounts and script, all look fine

[Bhuvan]

@pavan patil 

Please check with ServiceNow Support if any known problem after the upgrade is causing this issue and how to resolve it.

You can also try to install Zurich Patch 1 to see if it resolveshe issue.

https://www.servicenow.com/docs/bundle/zurich-release-notes/page/release-notes/quality/zurich-patch-...

Did you upgrade Sub-Production instances prior to Production upgrade and able to replicate the issue ? If yes, you can enable debug and replicate the issue to see if more details are captured in system and session logs.

If you are not able to trace the cause, I would recommend to log a ServiceNow support case as some of the issues are common after new release upgrade and Support team would have a patch available to fix it.

If this helped to answer your query, please mark it helpful & accept the solution. 

Thanks,

Bhuvan

[pavan patil]

Thanks for the reply Bhuvan,

Our sub prod instances got recently upgraded to yokohama, prod instance also should got upgrade to yokohama but due to some conflict it got upgraded to zurich and this issue is came.
 
Before the upgrade it was working correctly, even in sub prod instance it is working fine, but this is happening on prod instance due to upgrade.

What could be the exact problem for this