How do I get non-admin users to see email notification sent in the work notes?

[storesystemsupp]

Hi

I am an admin and I can see when email notification are sent in the incident work notes (See print screen 1).

When I login as a regular user, they cannot see the email sent (See print screen 2)

The regular users only have the itil role.

Would I need to grant another role to regular users in order for them to see this?

Do i need to change something in Access control (ACL)?

Or is this just how Service Now is designed where only admins see this?

PS: We are on Dublin version but will be upgraded to Eureka in a few days.

Print screen 1:

Print screen 2:

[Shawn Dowler · Accepted solution]

I ran into a similar issue. All you need to do is modify a property. I have it set up to allow all users with itil role the ability to see emails in the Activity Formatter. From the wiki:

The system property glide.ui.activity.email_roles enables administrators to control which roles can see emails in the activity formatter.

To configure this property:

1. Navigate to System Properties > UI Properties.
2. Locate the following property:

   List of roles (comma separated) that can view emails in the Activity Formatter when "Sent/Received Emails" are included.

3. Add roles to the property, separated by commas.

   These are the only roles that can see emails in the activity formatter. All other roles are blocked from seeing emails. If no roles are listed, all users can see emails.The itil role is on the list by default.

4. Click Save.

http://wiki.servicenow.com/index.php?title=Activity_Formatter#UI_Property_for_Email_Access

[alvinbm1]

This worked for me as well...

[storesystemsupp]

I made the change and it works now.

Thanks!