Agent Workspace - OOTB Email Client - How to delete a saved draft?

StefanoZ · ‎01-18-2022

Can you please explain me how to add Delete button on OOTB Client Email in Agent Workspace?

I know you can go on Classic in the table and delete them but would be very nice and logic that agents can delete their drafts on AW Side.

Check attached screenshot, delete button does not exists.

Dominik Simunek · ‎02-16-2022

Hi Stefano,

I have not found so far a way how to add "delete" button directly into the Email Draft form view as it seems it uses some special view. Even "Save as Draft" button shown there is not a standard UI Action or Declarative Action as I could not find it.

So what we have done is that we created a List "My Email Drafts" shown in the Agent Workspace lists menu. It shows email drafts authored by the user. And we created a "Delete" List Action (declarative action table) for workspace that enables itil users to delete their drafts. Then you just need to communicate that email drafts can be deleted from lists.

Best regards,

Dominik

View solution in original post

Maik Skoddow · ‎01-18-2022

Hi

there is a related list for email drafts you can enable at "Workspace" view.

From that related list you should be able to delete drafts.

Kind regards
Maik

StefanoZ · ‎01-18-2022

Email Drafts Related List is not working as intended.

If I create an email draft using OOTB Compose Email button, it does not show on that Related List applied on the Incident Record

Just tested from my side.

Maik Skoddow · ‎01-18-2022

Okay, you also can enable the "Emails" related list. Drafts have the sending type "sent-ignored"

Kind regards
Maik

StefanoZ · ‎01-18-2022

Emails is not a OOTB Relationship.Will I have build a custom related list?

if yes, to which table need I to refer to?

sys_email

sys_email_draft