question Agent Workspace - OOTB Email Client - How to delete a saved draft? in ITSM forum

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

StefanoZ — Tue, 18 Jan 2022 08:27:38 GMT

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.

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

Maik Skoddow — Tue, 18 Jan 2022 08:56:18 GMT

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

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

StefanoZ — Tue, 18 Jan 2022 09:12:16 GMT

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.

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

Maik Skoddow — Tue, 18 Jan 2022 09:40:21 GMT

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

Kind regards
Maik

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

StefanoZ — Tue, 18 Jan 2022 12:19:12 GMT

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

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

StefanoZ — Tue, 18 Jan 2022 12:19:34 GMT

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

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

Maik Skoddow — Tue, 18 Jan 2022 12:38:19 GMT

thats strange, because OOTB there is a relationship:

But if not, you can take it as a blueprint

Kind regards
Maik

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

StefanoZ — Thu, 20 Jan 2022 09:10:57 GMT

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.

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

Dominik Simunek — Wed, 16 Feb 2022 08:21:36 GMT

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

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

StefanoZ — Wed, 16 Feb 2022 12:58:52 GMT

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?

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

StefanoZ — Thu, 24 Feb 2022 10:05:53 GMT

@Dominik Simunek

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

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

Moumita — Tue, 01 Mar 2022 09:50:09 GMT

Hi Dominik Simunek,

Please help as how you have created "Delete" List Action as I am not sure which 'client action' you have selected for Delete.

There is no global or OOB Delete record in Action Payload Definition. Please reply

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

Moumita — Tue, 03 May 2022 12:52:28 GMT

Hi StefanoZ

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

Moumita — Tue, 03 May 2022 12:55:18 GMT

Hi @StefanoZ

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

Moumita — Tue, 03 May 2022 12:56:39 GMT

Hi @StefanoZ

I have used a different approach Delete List button on Agent workspace - Now Platform - Article - ServiceNow Community

1. Create New List Action Assignment as 'Delete' for 'sys_email_draft' table
2. Delete option will be Implemented as 'Server Script'
3. Code in 'Server script' section of the List Action to delete drafts in List view of P2P Workspace