Hi all,
I have a requirement to hide the Email client in the "Compose" section from activity stream when the case is closed. Right now, an agent can send an email using this feature even if the case is closed. I want to restrict that.
The worknotes and comments are disabled via UI policy and are not available when the case is closed/cancelled.
Is there any way I can achieve this ??
*** Edit - I now see that you were asking for CSM/FSM...and I believe the same answer that I provide will apply (besides the part about being "at parity"), so I hope this still helps. Simply replace the table in my reply with the base table that you would use in CSM/FSM instead of SOW.
It doesn't seem like there is an easy way to do this in SOW, from what I can tell. Traditionally, this would be done by turning off the email client for the table, not the workspace...but in practice (in my PDI), SOW seems to ignore this attribute, which is a bit surprising!
You could always attempt to "hack into" (and modify) SOW in UI Builder...but I'd recommend against that. Rather, I'd suggest contacting Now Support and raising this as an incident (read: a case where you indicate "something is broken"), in the hopes that they fix this in a hotfix or in-family update...or (less preferable) in a future release.
The way to express your issue (IMO) would be to state that the "email_client=false" attribute for the collection dictionary entry of the table in question is not being enforced in SOW...but is being enforced on the "platform backend" (Next Experience SN core interface). Use "incident" as the example, that's how I discovered this in SOW.
The "steps to replicate" would be:
1. go to the type=collection dictionary entry page for the incident table:
https://<instance-name>.service-now.com/now/nav/ui/classic/params/target/sys_dictionary.do%3Fsys_id%3Dcaf778397db1311076daf29f52070d10%26sysparm_view%3Dadvanced%26sysparm_domain%3Dnull%26sysparm_domain_scope%3Dnull
2. click on the "advanced view" and set the attribute for that table appropriately:
3. go to a record on the incident table in the SN core (Next Experience) UI and see that the Email Client is not available:
4. go to a record on the incident table in SOW UI and see that the Email Client is still available on the "Compose" tab of the "Record SNC" page variant:
There is also the option to submit this as a feature request on the Idea Portal: https://support.servicenow.com/ideas
...but that would be a lot slower to realization IMO, and really this should work in SOW as it would in SNC, as ServiceNow seemed to be touting SOW as being "at parity" with SNC for ITSM during Knowledge this year.
Even though I was unable to provide an answer to get you exactly what you need, if this reply helps, please mark as helpful and potentially accept as solution, as I believe this is your best/only way to accomplish this currently.
