Not authorized to send an email

pavan patil
Tera Contributor

‎09-21-2025 01:54 AM

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

pavanpatil_0-1758444894594.png

 

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Bhuvan
Giga Patron
In response to pavan patil

‎09-21-2025 03:41 AM

@pavan patil 

 

This is not best practices and not sure how Platform Owner agreed to upgrade Production instance to Zurich without upgrading and testing the version upgrade in Non-Production instances.

 

If Non-Production instances are on same release, you can enable trace and troubleshoot further to understand what is causing this issue. I would recommend to submit a support case so that issue is resolved at the earliest rather than waiting for troubleshooting considering issue is in Production instance. As mentioned earlier, major release upgrade sometimes causes unexpected issues and ServiceNow support team should have hotfixes or patches available to resolve the issue.

 

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

 

Thanks,

Bhuvan

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assimoco_am
Tera Contributor
In response to pavan patil

‎10-23-2025 02:45 AM

Hi @pavan patil ,

 

We have the same message on email client only for sn_customerservice_case after Zurich upgrade. Did you solve it somehow? 

 

Thanks

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FranzPG
ServiceNow Employee
ServiceNow Employee

‎11-10-2025 01:32 PM

This error — "Not Authorized to Send Email" — typically occurs when the SMTP server account is inactive, which prevents the "From" address from being populated in the Email Client. This behavior is documented in https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2576532

 

Suggested Steps:

  1. Check SMTP Server Configuration
    Go to System Mailboxes > Administration > Outbound > SMTP Accounts and verify that the account is active.

  2. Clear Browser Cache/Cookies
    If the issue started after upgrading to Zurich, cached data might be interfering. One user confirmed that sending emails worked in incognito mode, which bypasses stored cookies and cache.

  3. Try in Incognito Mode
    If it works there, clearing cookies or using a fresh session may resolve it.

  4. Verify Email Client Setup
    Ensure the email template and notification settings are correctly configured for the sn_customerservice_case record.

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