The email activity log visible to external users on Portal for Case

[Achyuth Ram1]

Though the property "glide.ui.activity.email_roles" has only 3 roles but on portal, it is not working as expected, external users are able to see the emails log on the case.

[Ct111]

Are you sure there is no other role the external user is having . Please reverify by visting the profile.

Ideally even for itil users they might only see comments or additional comments that have been entered by native ui view or from the portal . So I am assuming someone might have done some customization on the "Ticket Conversation" widget.

Do control +right click on the widget where you are seeing the email log and check the widget in editor and verify if something has been added in the code or not.

Check whether someone has added these lines to your widget to make email field available 

link below

https://community.servicenow.com/community?id=community_question&sys_id=dc5603e1db1cdbc01dcaf3231f9619e6

If yes then you would have to modify the code inorder to incorporate the think you want to avoid for external users 

 Mark my ANSWER as CORRECT and HELPFUL if it helps

[ersureshbe]

Hi,

I hope, You have enabled the email to ticket update and create. If yes - first check the content is present in WorkNotes and Additional comments field. Both are having same values then disable to copy the value in additional comments.

If not, some one manually entered in Worknotes and Additional comments fields.

Other reasons - OOB behaviour for admin / itil / Agent can see the info due to user roles.

If end user are seeing the update - the mentioned reasons are applicable.

Please mark as correct answer / helpful if helped.

Regards,

Suresh.