Email icon can be seen by Admins but not by other ITIL users.

[Sonal10]

I am trying to use the email functionality within Service Now.
I never had admin access before but got that just yesteday, and have no clue how to use that.

So basically to make the email icon visible in the blue header.. i right clicked on a change record -> Personalize -> Dictionary
on the very first record, I entered "email_client=true" and saved it.

Now i can see the email icvon when logged in as Admin.
But this should be made available to everyone.

I am missing something here, please can someone help?

Any advice will be much appreciated.
thanks.

[Jim Coyne · Accepted solution]

Take a look at this wiki article - http://wiki.servicenow.com/index.php?title=Enabling_the_Email_Client#Controlling_Access_to_the_Email_Client

Calgary adds an ACL to control access to the processor, but users must have write access to the record as well. In other words, for an Incident that is Closed and therefore no longer editable, users will not see the icon.

[Sonal10]

Thank Jim.

Which table are we refering to here? I am looking at the Change management module, so would taht be change_request?
or is there any other table that stores the email related information?

Basically, as a change manager, our admin had given me elevated priviledges to be able to send emails.
It worked all this time.. and suddenly the icon disappeared. (and our expert admin is not with the company anymore 😞 !)

Now although I have the admin access, I am not sure what should be checked in order to restore this icon for my role as a change manager.

just in case you are wondering.. i have two accoiunts.. one as a change manager and another as system admin.

Hope this clarifies my query.. please feel free to ask for more info incase this is confusing.

[Jim Coyne]

First of all, was your instance upgraded around the time you noticed the icon disappeared? What version are you on now?

In your case, you are referring to the Change Request (change_request) table. When you log in with your account that has change manager permissions and look at a Change Request, is the email icon visible if the record is editable by you? Look at open and closed records to see if the icon appears in one and not the other.

[Sonal10]

Hi Jim...
I checked.. and yes there was an internal upgrade but there was no change to the roles included in the upgrade.
We are currently on Calagary release.

I logged in with my Change manager account and checked both open & closed changes... but the email icon does not showup in either.
I am 100% sure that i could see these icons befre with this account.

So, please can you tell me, how i can check if i have the write access to the change_request table (to do this i can use my admin account)
if i dont have it already - please can you suggest.. how I can give the write permissions to the Change_Manager group on change_request table?

Thanks ..