Approval Reject from Email Not Updating RITM – Inbound Action Active but Not Working

[tilekarnilesh]

Hello Community,

I've created Approve and Reject buttons in a notification email for RITM (Requested Item) approvals in my ServiceNow Developer Instance. The buttons are successfully sending the email and triggering a response, but the RITM is not getting updated (i.e., not moving to Approved/Rejected state).

The inbound action named "Update Approval Request" is active.

Despite this, the approval state on the RITM is not changing after the user clicks Approve or Reject.

I’ll attach the following for reference:

Screenshots of the mail buttons

A link to the community post where I referenced this button creation method - https://www.servicenow.com/community/itsm-blog/approve-reject-button-in-approval-notification/ba-p/2...

Has anyone faced a similar issue or could guide me on what else to verify?

Thanks in advance!

@Chaitanya ILCR @Ankur Bawiskar

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

when you receive the email, in related list you see which all inbound email actions were processed and skipped.

Did you check that?

If that's an OOTB inbound email action then ideally no one must have updated it.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

unless email comes to instance inbound email action won't be processed

If my response helped please mark it correct and close the thread so that it benefits future readers.

[J Siva · Accepted solution]

@tilekarnilesh Are you sure that you're sending a reply email?
You need to hit send button

Also, check whether the 'Email Receiving' property is enabled in your instance

[Ankur Bawiskar · Accepted solution]

@tilekarnilesh 

email sending is disabled and hence email not coming to instance.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[J Siva · Accepted solution]

@tilekarnilesh Are you sending the reply email from your outlook?

[J Siva]

Hi @tilekarnilesh 

Check the log of the email received by the instance. There, you can see whether your inbound action was processed or skipped.

Share those screenshots here..
Regards,
Siva

[tilekarnilesh]

@J Siva Where can I check the emails received by the instance..

[J Siva]

@tilekarnilesh 
Go to "Emails" module and search for the email where the type is received. Then open the email and review the logs under the related list.,

[tilekarnilesh]

@J Siva 

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