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!

[Ankur Bawiskar]

@deepikag0508 

then ensure your agents don't have create access on sys_email table

if they don't satisfy the Create ACL New button will be gone

OR

Find Related list action for New button and add action exclusion for sys_email table

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[deepikag0508]

Hi @Ankur Bawiskar ,

I am admin as well. But the NEW button is visible in my DEV instance. This behavior is observed in my PDI as well.

Could you please provide steps on how to remove the NEW button in the workspace

DEV

PDI

Thank you in advance!

[Ankur Bawiskar]

@deepikag0508 

As shared below I am admin and can't see

Also I shared approach on find the Related list action for New and use action exclusion and then it will be gone

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Ankur Bawiskar]

@deepikag0508 

as an admin I am not able to see the New button in related list

So how your agents are able to see?