Unable to View 'Incident Resolved' Notification as Caller
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‎07-29-2025 11:48 PM
In the ServiceNow base instance, there is a system notification configured to send an email to the caller when an incident is resolved. However, when I impersonate the caller, I am unable to find the notification that says 'Incident is resolved.' Where can I view or open that email?
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‎07-29-2025 11:51 PM
Email logs: Only system administrators or users with the appropriate roles can view sent emails by navigating to System Mailboxes > Sent (sys_email table), but access to this is restricted and generally not available to impersonated callers for security and privacy reasons.
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‎07-30-2025 12:05 AM
you can check email logs and see.
If the caller is active, not locked out, has notification preference enabled and email field populated in sys_user then it will send email in email logs.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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‎07-30-2025 12:16 AM
Thank you for marking my response as helpful.
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader
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‎07-30-2025 10:32 PM
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader