UI Actions not present suddenly in the email client page

[tiasha1231]

The ui action- send mail button not present suddenly in the email client page? sometimes, its present at bottom and not at the top, sometimes not present at both places. After deleting the ui action and re-importing the ui action it is working both at the top and bottom. This issue happened earlier as well with another UI action and we deleted and re-imported to solve the issue. How to know the exact cause of this issue and resolved it permanently without deleting and reimporting it each time ?

Also, I have attached two attachments. 1st image is captured when is email client page is loaded first time with no send mail buttons neither at top nor at bottom. 2ndimage is captured upon refreshing showing send mail button only at the bottom.

Any resolution would be helpful!

Thanks in advance.

[Chetna_Aggarwal]

Deleting and re-importing the UI Action is most likely refreshing the record or clearing some metadata, but it doesn't address the root cause.

I would start by checking the following:

• UI Action configuration – Verify the Condition, Active, Form button, Client, Order, and Action name values. Also, ensure there isn't another UI Action with the same action name causing a conflict.
• UI Action cache – Flush the instance cache (cache.do) after any UI Action changes to rule out a caching issue.
• UI Scripts/Client Scripts – Check for any custom scripts that manipulate the Email Client toolbar or hide buttons after the page loads.
• Browser Console – When the button is missing, inspect the browser console for JavaScript errors. A client-side error can prevent toolbar rendering.
• Dictionary Overrides/View Rules – Verify that the UI Action isn't restricted by a specific view or overridden configuration.
• Upgrade/Customization history – Compare the UI Action with the OOB version and review Customer Updates (sys_update_xml) to see if any recent changes were introduced.
• System Logs – Check System Logs > Errors and browser Network logs for any errors while loading the Email Client.

Since the issue is intermittent and the button sometimes appears after a refresh, it appears more like a client-side rendering or caching issue than a problem with the UI Action itself. If this is occurring on the latest family release with no customizations affecting the Email Client, I would also recommend opening a ServiceNow HI case, as this could be a platform defect.

A few additional questions that would help narrow it down:

• Does this happen for all users or only specific users?
• Does it occur in all browsers?
• Is the issue reproducible in a sub-production instance?
• Have there been any recent upgrades or customizations to the Email Client?

[tiasha1231]

Hi @Chetna_Aggarwal ,

thank you for your response but the points you have mentioned has already been checked and verified using chatgpt but didnt find any issues. Could you please provide some real time reasons or solutions if you may have any.