Approval Error Notification: Where is Email Address Coming From?

[jmiskey]

It has been reported to us that our Security Officer received an email from ServiceNow that said:

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

It went to the main Security Office mailbox.

I was able to find the email in the Email Logs, and I also think I found the notification job that sent it.   It looks like this:

The odd thing is, we do not know why it is being sent to the Security Office mailbox.   That email address is not connected to any User in ServiceNow.  

I am guessing that it may be some setting or configuration value somewhere.   Does anyone know where to look to find it?

Thanks

[SanjivMeher]

Hi Joe,

Below function says, the email is sent to the person, who sent the approval email.

function createEmailEvent(msg) {

gs.eventQueue("approval.email.errorMsg", current, email.from, msg);

}

Check your email log or the approval record of to find out, where the email come from.

[vinothkumar]

Hi Joe,

You can check in the sent email box to check why it is being triggered for that user.

Navigate to outbox > sent and you will find in the logs why it is shown to the particular user as shown in the screen shot.

[jmiskey]

Thank you both Vinoth and Sanjiv.

So it appears that the issue is that even though the approval email was sent to a particular email address, the approval reply came from a different email address.   So we need to determine how/why that happened, but I think that is outside the scope of ServiceNow, and look at more at our email system and find out exactly what the person who tried to approve it did.

[SanjivMeher]

Yes. The person to whom approval email was sent, would have forwarded it to someone else and he would have tried to approved it.

From the email log, you can clearly find out what went wrong. The email log will have who sent it and you can check with him, why did he sent the approval email.