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!

[Divya Rajasekar]

Hi ,

I also have similar error.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."

Please do help.

Thanks,

Divya Rajasekar

[Jocelyn Adolpho]

Hello Amy,

Does the email now triggers to the correct email address? Could you please share your inputs.

Thanks