Compose Email stuck on loading for Problem,incidents records in Workspace

[HimanshuS876326]

Hi all,

I’m facing an issue in Customer Service Workspace where the Compose Email button is stuck on loading for Problem and Incidents records.

It does not open initially, but after a hard refresh, it starts working again and opens the new record compose email button, which is stuck on Loading.
This issue is only happening for the Problem, incident table — it works fine for Case and other tables.

Has anyone faced something similar?

Thanks.

[Diogo Ramos]

Hello I think I had this happen to me in the past, although I cannot recall the exact issue, does this happen to you as an admin ? I think whatever issue I had was due to ACL create permissions (not sure if it was in the draft_email table or in the target table like incident or problem). 

If it is intermitent you probably will need to raise a case to ServiceNow support. Try having a look at the client/server logs to see if you see something.

[HimanshuS876326]

Hello,

I'm logging in as admin, and the issue is happening for all the team members in all instances(Dev, test and prod) and draft email is not able to create record for first time, if we refresh the page a new draft email record created but this is happening only for problem and incident table not the case table.

[Dr Atul G- LNG]

Try repair the SOW plugin once.

[HimanshuS876326]

I'm able to open an email in problem form in Native view, but I have an issue only in Customer Service Workspace.