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Description

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.

 

Workaround

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

Kingston

Intended Fix Version

London

Fixed In

Kingston Patch 4

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

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Article Information

Last Updated:2018-05-18 03:30:31
Published:2018-05-14