Failed to fetch email viewer record error showing in the incident related list

[deepikag0508]

Hi Everyone,

I have a requirement. I have configured a custom relationship(sys_relationship) in the incident related list

Name: Communications
Applies to table: Incident
Queries from table: Email

(function refineQuery(current, parent) {
    current.addQuery("target_table", parent.sys_class_name); //To get the email related incident table(incident)
    current.addQuery("instance", parent.getValue('sys_id'));//To get the related email sys_id that related current incident number.
    current.addQuery('type', 'IN', 'send-ready'); // To show the emails only in sent-ready(type) in internal communication tab

    // Add your code here, such as current.addQuery(field, value);
})(current, parent);

On clicking the New button in the incident related list is throwing error: Failed to fetch email viewer record

I have checked in 2 PDIs, the issue is the same. What seems to be the issue? Please help me in resolving this

In Native view, the same New button opens the below record

Thank you in advance!

[Tanushree Maiti]

Hi @deepikag0508 ,

In Native View , can you add the related list and confirm whether new is working or not.

[deepikag0508]

Hi @Tanushree Maiti ,

I have added the communication in native view. It is working in the native view. When the new button is clicked, it goes to the below record. I need this behavior in the workspace as well

[Ankur Bawiskar]

@deepikag0508 

but 1 question -> why you want user to click New button in that related list?

Why would agent want to create new email record?

[deepikag0508]

Hi @Ankur Bawiskar 

Our requirement is that the New button in the workspace should either function the same way as it does in the native view or be hidden in both the native view and the workspace.

In the native view, I can hide the New button using List Control. However, I am not sure how to hide the New button in the workspace.

List control comes only in global scope.