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: block; max-width: ; width: auto; height: auto; } } When a ServiceNow user utilises the "compose email" functionality within the Workspaces, be it the CSM or SOW, it allows the customer to draft an email and also utilise available email client templates. Once the user is done with their composing part, they click on send and it promptly creates a sys_email record with the State value set to Ignored and Type set to send-ready. Do not be alarmed as this is the OOTB behaviour. It happens when your instance has "email sending" disabled in the Email Properties page. Check to see if you have "email sending" enabled for the instance. If not, toggle it on as per the following illustration: Once you have enabled email sending and saved the changes, you'll soon observe that the SMTP Sender job picks up the emails with Type=send-ready and attempts to send them. If the sending fails, as illustrated in the following figure, the Type is updated to send-failed and State remains in Ignored (as referenced by 1 and 2 in the picture). When successful, the Type is updated to sent and State is updated to Processed. Hope this information helps! This is the observed behaviour OOTB and has been verified with random patched versions of Xanadu and Yokohama. NOTE: Whether email sending is enabled or disabled; Emails composed from UI16 have their State initially set to Ready Emails composed from Workspaces have their State initially set to Ignored