Itil users in incident they can see the email but not the email header footer image

[Debasis Pati]

Itil users are not able to see the header and footer image of the email .

the notifications do use a generic email layout .
the image is showing on the actual email what we receive but the issue is with servicenow the email on the incident record it is showing everything correct but the images are blank.
What could be the issue why the images are showing blank the same record if admin opens they can see the images.
It seemd to be some roleissue but what is that why it is failing any idea @Ankur Bawiskar ?

[Tanushree Maiti]

Hi @Debasis Pati 

1. ITIL users must have read access to the attachments table to view embedded images (header, footer img)

• Navigate to System Security > Access Control Rules.
• Search for sys_attachment where the operation is read.
• Ensure that your ITIL roles or snc_internal roles are explicitly granted access.

2. Navigate to System Policy > Email > Templates. Re-upload the header/footer PNG files using the template editor to ensure the file references are properly embedded and not broken.

3. try this option once:

   Ask ITIL user  to do following changes, if not worked, revert back post validation.

In Outlook, the user should go to File > Options > Trust Center > Trust Center Settings, and uncheck the "Don't download pictures automatically in HTML email messages or RSS items" box.

[Ankur Bawiskar]

@Debasis Pati 

screenshots please with admin and itil user

[Debasis Pati]

Hello @Ankur Bawiskar ,

the yellow marked are the images which doesn't show for the itil's this is for ITil what i shared the same one if i open with admin the correct headers and footers shows up for the same record.

[Ankur Bawiskar]

@Debasis Pati 

did you debug using access analyzer?

Some ACL is blocking

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