We have configured an email_client on the Risk Workspace for sending email from a Risk Response task.
For the appropriate tables the email_client is added and the Compose email action is available in the more actions menu on the Risk Workspace as expected.
However, when selecting the Compose email action the draft email is not rendered in the correct way.
Expected something like this:
But this is actually shown
On the community I found a similar issue and the solution for it, only this is on the Agent Workspace, but the problem is exactly the same.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0823289
It is not possible to add similar settings for the Risk Workspace, as we can only select the Agent workspace.
Risk Workspace is not in the list of active workspaces (is this protected??)
In the default view on the risk task the send email function is working correct. Also the created quick message is working as expected.
Does anyone have a suggestion on how we can make this work?
Used this to fix same issue in custom configurable workspace.
- Open workspace in ui builder, navigate to Record page and create a email draft page variant.
- Set the conditions for this variant to be table=sys_email_draft in the variant condition text area.
- Open the variant settings from the Menu ->Developer->Open Variant. This will open a form containing all the variant information.
- Set the Page definition here to Compose Email(a macroponent provided). Save the Record.
