Service Operations Workspace - Email Not working

[Daniel Arnold]

I'm trying to understand why the "compose email" function is not working properly in Service Operations Workspace. I clearly have inputted a message in the body, but when I go to send the email, I receive a popup stating "There is no subject or message in the email." This is despite the fact that there clearly is content in both the body and subject fields of the email. When I hit "send" anyways, both the subject and body appear empty in the email log. Additionally, it doesn't matter from which avenue I choose in workspace: Activity stream, Compose email UI action, from a different form like Change request. In all cases, it acts like this.

[GlideFather]

Hi @Daniel Arnold,

check for UI Action Compose Email and script include EmailEditorUtil
https://your-instance.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=0bdd499d77773300112f8b51a9106179 

https://your-instance.service-now.com/now/nav/ui/classic/params/target/sys_script_include.do%3Fsys_id%3De6be13a577b33300112f8b51a91061da

And review whether you have the OOTB version or any customisations were made, it could be a good starting point.

Let me know how it looks there

[Daniel Arnold]

Hi @GlideFather,

Thanks for your reply. That was a good suggestion to look at the UI action and related script include. Both are OOTB versions and have not been customized. It's got to be something else causing this issue...

[Ankur Bawiskar]

@Daniel Arnold 

is it behaving the same on other tables as well in Service Operations Workspace such as Change Request, Problem, Request Item etc?

is the email client template working fine from native?

Did you recently upgrade?

This looks like a platform bug.

Please raise a case with ServiceNow.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Daniel Arnold]

We did upgrade recently and it appears to only be an issue in the lower environments because our prod environment works fine. Thanks for the suggestion that this might be the case. I suspect it has something to do with how the other instances were upgraded / cloned back.