Resolver clicks on Reply/Reply All from activity log

Himanshu Kumar
Tera Contributor

3 weeks ago - last edited 3 weeks ago

Currently when a resolver clicks on Reply/Reply All from activity log, the send option is greyed out and no user details are displayed in the To. but some condition it is working and some condition it is not working when i click on reply/reply All.

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Tanushree Maiti
Kilo Patron

3 weeks ago - last edited 3 weeks ago

Hi @Himanshu Kumar  

 

Probable cause could be -

1. Check your Read & Write ACL and its role  to read first and then write the email activity log.

2. KB0954650 Reply Function in activity tab of Agent Workspace doesnot take similar configuration of Co... 

 

3. https://hi.service-now.com/kb_view.do?sysparm_article=KB0684027

 

 

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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Ankur Bawiskar
Tera Patron

3 weeks ago

@Himanshu Kumar  

share screenshots for your question

Regards,
Ankur
✨ Certified Technical Architect  ||  ✨ 10x ServiceNow MVP  ||  ✨ ServiceNow Community Leader
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