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.

[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

[ritu_saluja]

Hello @RahimKhanM,

You can also check that if "Sent/Received Emails" or or "Emails - autogenerated" and "Emails - correspondence"is enabled in the Activity Stream filter.

Please mark my answer correct and helpful if it helps you