How can we ensure embedded images render correctly for non-admin users?

mania
Tera Contributor

‎07-18-2025 12:38 AM

Hi,

 

We're facing an issue where embedded images in incoming emails are not displaying properly for non-admin users in ServiceNow.

🔹 Example: For a HRcase like , the original email contains embedded images. Admin users are able to view the images in activity section, but non-admin users only see broken image icons .

 

  • How can we ensure embedded images render correctly for non-admin users?

  • Do we need to adjust ACLs for sys_attachment or any system properties?

Can anyone please help on this, it will be useful.

 

Thanks!

 

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Sandeep Rajput
Tera Patron
Tera Patron

‎07-18-2025 12:41 AM

@mania I recommend you to use the access analyser to check which read ACL on sys_attachment is failing for the non admin user. Once identified, you can fix the existing ACL or create a new ACL with the required role to allow the user have access to the images.

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