How to disable Email tab in Service Operations Workspace for RITM / SCTASK (Xanadu 9a)

[JordiM]

Hi everyone,

I’m working with Service Operations Workspace on ServiceNow Xanadu 9a, and I’m trying to disable the “Email” tab that appears in the activity section (alongside Work notes and Additional comments) for RITMs (sc_req_item).

Current situation:

• RITM and SCTASK both show Work notes / Additional comments / Email
• Any of these options ends up sending an email due to notifications
• From a process perspective, email communication should only happen from SCTASK, not from the RITM
• The Email option causes confusion, since users reply from the RITM when communication should be task-based

Thanks in advance for any guidance or best practices.

Best regards,

#ServiceOperationsWorkspace #Xanadu

[Laveena-Agarwal]

Hi @JordiM 

Here are the detailed steps:-

https://www.servicenow.com/community/service-operations-workspace/service-operations-workspace-how-t...

[JordiM]

Hi,

Thank you for your input and for taking the time to respond.

Your suggestion helped me solve the issue, and I was able to apply the solution successfully in Service Operations Workspace on Xanadu 9a. I really appreciate you sharing your experience.

Best regards,

[Ankur Bawiskar · Accepted solution]

@JordiM 

you can disable the email_client feature entirely on sc_task by using this step and it will be gone from both native + workspace. I will recommend this or else agent can send email from sc_task from native

For only workspace changes follow link below and you will have to do some UI builder changes

Service Operations Workspace – How to hide the “Email” section in Compose pane? 

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[JordiM]

Hi,

Thank you for your input and for taking the time to respond.

Your suggestion helped me solve the issue, and I was able to apply the solution successfully in Service Operations Workspace on Xanadu 9a. I really appreciate you sharing your experience.

Best regards,