User unable to see the Email received in INC Activity stream

[RahimKhanM]

Hi,

User has reported that he is not able to see the "email received" under the INC activity stream. User is only able to see the Public reply and field changes. 

I have checked the roles and he has READ roles for INC, PRB, CHG.

Please advice.

[Dr Atul G- LNG]

Hi @RahimKhanM 

Then log a case if above shared kb did not work for you. 

[ritu_saluja]

Hello @RahimKhanM,

Check this 

The following steps will enable you to view the 'Sent/Received Emails' in the activity stream:

1) Ensure that the following property value has the right role added so the user with the role can view the email option (Show email details)

    glide.ui.activity.email_roles

2) The email sending property 'glide.email.smtp.active' should be set to true. Note, it does not matter even if you see emails being sent from Email logs (sys_email), the 'Show email details' will not show unless this property is enabled.

3) If you are testing on an OOB Instance, please set an email address, eg: employee email address just for testing purposes in the system property 'glide.email.test.user'.

4) Make sure the 'Sent/Received Emails' checkbox is ticked on the Activity Stream filter (see the image in the Description section).

Now you can test this by logging a new incident and notice the email activity is now visible in the activity stream.

Note that another alternative on an OOB instance with email sending disabled is to navigate to the sys_email table, locate the emails related to the record you are using and update their type to "sent".  These will then show up in the activity stream if 'Sent/Received Emails' is enabled in the Activity Stream filter.

If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful".

[RahimKhanM]

Hi Ritu,

I have validated the properties and they appear to be fine. I am trying this in PROD.

[ritu_saluja]

Hi Rahim,

Is this issue with a particular user, can you please check that

[ritu_saluja]

Hello,

Also please check the following KB Articles.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1585118
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0521775

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538135

also if this issue is for a particular user, try comparing the roles with the user who is receiving the email correctly

please mark my answer correct and helpful if it helps you