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
