An approval reply has failed to be processed by our system.

[Amy Palaghia]

Hi all,

I've got an incident and the user is getting this error when trying to approve a requested item: 'The approval failed because the approval response email was not sent by the approver. '

I've checked the approval history and the email is sent to the correct address from his user account (e.g username@example.com), but when he clicks on the approval link, even if he sends the email from the same address, the history shows that the approval has been received from another address that this user has linked to his email client (username@company.com). It makes sense why the RITM isn't approved and why he gets the error but is there something I can do in SNOW to configure so that he does send the email from the correct address? There is no trace of this username@company.com on the user table, so not sure how to proceed.

Hope someone can help,

Thanks!

[SanjivMeher]

That's something done by the exchange. the user must be part of a different domain for ex email may be sent to user@company.com, but when the user replies he replies from user@company.uk.com. So the only thing i could think of is changing the email address in ServiceNow to user@company.uk.com.

[Rithika1]

Hello SanjivMehar 

I have similar issue which says The error is "The approval for "Requested Item" failed because the approval response email was formatted incorrectly. Click the "Approve" or "Reject" button in the original email."

I tried changing the email id but that does not help it happens to show same error . 

Due to client requirement i had to change inbound action as below 

[Ashwini Sawant2]

Hello @SanjivMeher ,

I am also facing similar issue, but in my case user have only one account no duplicate account no other mail id he is using for approving the request, I have already checked history and everything but no luck why this has happening. Every ticket he is trying to approve getting this system mail against that approval mail. 
Can you or anyone help with the root cause and fix of this issue.

Thanks

[SanjivMeher]

Can you check the email log and in the email log record, check the processing log at the bottom.

Also check the approval record to match the user email with the approver email.