Issue Overview
We have noticed a recurring issue in ServiceNow when replying to emails on Incidents or Interactions.
Problem
When an agent starts composing an email and moves to another tab to check other details, the email draft disappears when they return to the current record.
Example:
- You click Reply
- Begin typing the response
- Switch to another tab to check details
- Drafted email disappears
Reason for the Issue
1. Sidebar Dependency
In ServiceNow Workspace, the Email tab is part of the sidebar.
If the Show Sidebar option is disabled, the email client and compose area lose their container, causing drafts to vanish when switching tabs.
2. Shared Form Context
The Email widget and the Form Details section share the same form context.
When navigating away, the form reference breaks → draft disappears.
Temporary Workaround
“Open draft in a tab” Option
After clicking Reply, scroll to the bottom of the composed email and select Open Draft in New Tab.
This keeps the draft safe even when switching between browser tabs.
How to Re-enable Sidebar (If Drafts Disappear)
CSM/FSM Configurable Workspace
- Click profile (top-right)
- Go to User Preferences
- Select Workspace
- Enable Show the sidebar if disabled
Fix Implemented in CSM/FSM Workspace using UI Builder
- Make the Email tab permanently available in CSM/FSM Configurable Workspace.
Procedure:
- Open UI Builder by navigating to: Now Experience Framework → UI Builder.
- In the Experiences list, choose CSM/FSM Configurable Workspace.
- Locate the CSM Default Record Page, open it, and create your own variant by duplicating it.
- Once your variant is open, use the left-side search bar to find Activity Stream Compose and select that component.
- On the right-hand configuration panel, switch to the Advanced section.
- Find the option labeled Show email mini compose, hover over it, and click the pencil icon to change its configuration.
- Set it to Use Static Input, then choose Always so the email panel appears every time.
- Click Save to apply the changes.
- Finally, go to your page Settings and mark the variant as Active so it becomes the version used in the workspace.
What’s Improved:
- The Compose Email section is now always visible.
- No need to rely on the sidebar anymore.
- Drafts stay intact even when switching between tabs.
- Agents now have a consistent and stable email experience.
Draft Management Enhancements:
Agents can now easily manage their drafts with options to:
- View Drafts
- Delete Drafts
- Manage Drafts (reopen previous drafts and apply them)
These improvements make email communication smoother and more reliable for all users.
