"Insufficient rights to read the email body" error while trying to open email on the change request ticket

Hari1 · ‎07-19-2021

Hi,

We have an issue reported by users related to emails cannot be opened on Change Request tickets.

Error reported: "Insufficient rights to read the email body" when he is trying to click on "Show email details" under activities section.

This was working fine before Paris upgrade. Admin role users are able to see the emails in the ticket.

I have reviewed the below KB article which talks about this issue. But the user is able to view email content on some of the change request records and for others he is not.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0860854

Can anyone help me understand what is causing this?

Voona Rohila · ‎07-20-2021

Hi Hemanth

Can you verify this under email properties module.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Rohila V
2022-25 ServiceNow Community MVP

Hari1 · ‎07-20-2021

Hi Rohia,

Please find the below.

The user has itil role. He is able to view mails on some change request but not all. Not sure what is wrong.

Voona Rohila · ‎07-20-2021

Hi Hemanth

Verify that if There is an ACL on the sys_email table that is stopping from displaying the contents of the email.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for
Kind Regards,
Rohila V
2022-25 ServiceNow Community MVP

AbhishekGardade · ‎07-20-2021

Hi Hemanth,

Please Ensure that there is a read ACL on the sys_email table.

Here is what we found. There is an ACL that is stopping from displaying the contents of the email. This is a OOB ACL which mostly targets the HRDS application.

ACL: sys_email

Sys_id: 24ee8c39534203002b76da86a11c088e

Disable it and you will be able to see the contents. hope this works.

Thank you,

Abhishek Gardade

Thank you,
Abhishek Gardade