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Not authorized to send an email

pavan patil
Tera Contributor

16 hours ago

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
Kilo Patron
In response to pavan patil

14 hours ago

@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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