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

[Hari1]

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?

[AbhishekGardade]

You can have a look on Email access restriction module.

https://docs.servicenow.com/bundle/quebec-servicenow-platform/page/administer/notification/task/cont...

Thank you,

Abhishek Gardade

[Sachin Dahiya]

Hi Hemanth,

Please check email_access_restriction table. Most probably you will find that notification listed in this and restricted to only certain users. Entry in this table puts an extra layer of security to email notifications. Generally, this is used to restrict access to Approval emails.

Thanks,

Sachin