When a non-admin user (ITIL role) who has access to the email client uploads an attachment to it, the attachment is correctly attached to the email but it does not show in the email client itself.

Steps to Reproduce


  1. Open the incident form with a ITIL user with no admin roles.

  2. Open the email client.

  3. Add an attachment.

    Note that although the attachment is present and properly attached to the email, and will be sent when Send is pressed, it does not appear on the email client once it has been uploaded. Therefore, non-admin users will not know that it is attached because they cannot see it on the email client.



Use one of the following workarounds:

  • On the sys_properties table, set the value of glide.email.email_with_no_target_visible_to_all to true.

  • Update the sys_email table ACLs to check the headers for "X-ServiceNow-Source:EmailClient," a State of send-ignored, and allow visibility for appropriate roles (for example, ITIL).

Related Problem: PRB1247356

Seen In


Intended Fix Version


Fixed In

Kingston Patch 4

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Article Information

Last Updated:2018-05-18 03:30:31