Emails composed and sent from Workspaces are in Ignored stateSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When you compose an email in Workspaces (Customer Service Management or Service Operations Workspace) and then select Send, the system creates an email record [sys_email]. Even though the record has the state set to Ignored and the Type set to send-ready, the email is not sent. The email fails to send because the instance has email sending disabled in the Email Properties page. This is working as expected. To resolve this issue, change the Outbound Email Configuration to enable email sending. Go to All > System Properties > Email Properties.Change Email sending enabled to Yes.Save the changes. After enabling email sending, the SMTP Sender job processes emails with Type=send-ready. If sending succeeds, the Type updates to sent and State updates to Processed. Note: Email state behavior differs based on the interface used: Emails composed from UI16 have their State initially set to Ready.Emails composed from Workspaces have their State initially set to Ignored. This behavior has been verified in patched versions of Xanadu and Yokohama releases.