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

[StefanoZ]

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.

[Maik Skoddow]

Hi

thats strange, because OOTB there is a relationship:

But if not, you can take it as a blueprint

Kind regards
Maik

[StefanoZ]

This is weird...I created above relationship and added related list on Agent workspace view on Incidents. Emails composed/sent via OOTB Compose email button are not tracked in that related list.

[StefanoZ]

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

[Dominik Simunek · Accepted solution]

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

[StefanoZ]

Thank you so much Dominik. This helps!

May I please ask if you can share code used to create "Delete" List Action as I never managed to create one?