question Re: Need help with viewing notification in Developer forum

Need help with viewing notification

JessicaM6884345 — Tue, 26 Nov 2024 17:54:26 GMT

Hi,

The QA team is currently testing the newly developed service request. They have an ITIL role, but are unable to view the email notification log. I have added the ITIL role to the System Notification application, yet they are still unable to access it. Could someone please assist with this issue?

Thank you!

Re: Need help with viewing notification

Arafath — Tue, 26 Nov 2024 19:36:10 GMT

Hi @JessicaM6884345,

System Logs -> Emails is accessible only to Admin not for ITIL users.

Even the ootb acl is not editable to enable it for itil. So its not recommended to give this access to ITIL users. If your QA team needs to access the logs then you can give them admin access temporarily in the non prod instance.

Hope this helps, if the solution worked for you plz Accept the Solution and Mark it as Helpful so it could benefit fellow devs. Thank you!

Regards,

Muhammad Arafath

Re: Need help with viewing notification

Ravi Chandra_K — Tue, 26 Nov 2024 19:40:39 GMT

Hello @JessicaM6884345

You have to create a read ACL on sys_email table and add the role.

rather than ITIL, I would recommend creating new role and giving them to set of required users.

Please mark the answer as helpful and correct if helped.

Kind regards,

Ravi Chandra

Re: Need help with viewing notification

Anand Kumar P — Tue, 26 Nov 2024 19:54:10 GMT

Hi @JessicaM6884345 ,

The System Logs > Emails module is restricted by an OOTB ACL, and it is not recommended to modify it to allow ITIL access. If the QA team needs access, provide them with admin access temporarily in the non-production instance.

Alternatively, export the email logs and share them for their testing purposes.

Mark it as helpful and solution proposed if it serves your purpose.
Thanks,
Anand

Re: Need help with viewing notification

vermaamit16 — Wed, 27 Nov 2024 03:52:41 GMT

Hi @JessicaM6884345

Can you try adding itil role to System Logs Application menu as well and see if it works. Please note that adding ITIL role here is not the best practice, you should create a custom role for users who want to access these email logs.

Thanks and Regards

Amit Verma

Re: Need help with viewing notification

JessicaM6884345 — Wed, 27 Nov 2024 16:39:25 GMT

Hi @vermaamit16

I previously attempted to add the ITIL role to the System Logs application menu before posting this question, but it didn’t work. As a temporary solution, I will grant the Admin role to those who need access to view the logs. Thank you

Re: Need help with viewing notification

vermaamit16 — Thu, 28 Nov 2024 01:48:24 GMT

@JessicaM6884345

If you want to provide temporary admin access, you might want to explore time limited user roles. Refer https://www.servicenow.com/docs/bundle/xanadu-platform-administration/page/administer/roles/concept/time-limited-roles.html

Re: Need help with viewing notification

JessicaM6884345 — Wed, 04 Dec 2024 20:51:42 GMT

Thank you so much @vermaamit16 . I learned new thing from you today.