Why do email drafts get automatically saved in CSM workspace?

[e_wilber]

In CSM workspace when we click to create an email, we're noticing that the email auto-saves a draft every single time before we ever click send on it (from a Case). The email sends fine but there's an additional draft saved against the Case as well and we're trying to see how we can disable this.

[PoojaP]

did you get it resolution ?
There is a KB 

KB3136883 which mentioned to update the as per the below, but the property is in private scope servicenow won't allow to update so this solution won't work at all, do you find anything ?
Resolution
Steps to Resolve
For Zurich , the user can deactivate "Stacked view" or "Editable record from and list of record activities" to avoid creating email draft automatically

For Australia, the user can use the following property.

Name: com.email.create_draft_on_load.disable_tables

Type: string

Value: sn_customerservice_case (enter table name)

[Vikram Reddy]

Hi @e_wilber,

// scheduled job, run nightly
var gr = new GlideRecord('sys_email_draft');
gr.addQuery('sys_created_on', '<', gs.daysAgoStart(3));
gr.query();
while (gr.next()) {
    gr.deleteRecord();
}

This is just how the Configurable Workspace email composer behaves, not a bug: the moment you open the compose panel from a Case it writes a record to Email Drafts [sys_email_draft], well before you ever click send. There's no documented system property that turns that off. Most teams either run a small cleanup job like the one above, or add a "My Email Drafts" list with a Delete declarative action to the workspace so agents can clear their own drafts on demand, since the compose form itself won't take a custom UI action.

References

• Agent Workspace - OOTB Email Client - How to delete a saved draft?
• Where are the Draft emails saved in HR Agent workspace?
• Review email drafts from the full email composer

Thank you,
Vikram Karety
Octigo Solutions INC