Approvals are not getting approved after getting approved email

[Gaurav Vaze]

Hello all
I'm in a serious situation which is impacting the patient care 


I have created a notification on sc_req_item table
this is for approval of the requests
it contains the approve and reject button through the script which makes the mail as I approve the request or I reject the request having subject containing the approve or reject respectively
now this being captured by OOB inbound action Update Approval Request

what issue now occurring is the approvals are not getting approved some time
the approver replied with I approve or reject
the message/email gets displayed on RITM
but the approval still remains requested

it is driving me crazy to tackle this issue
is it because of the table is RITM? if yes then why is it working for some of the cases?

Any help will be appreciated

[Mark Manders]

Yes. The inbound action for the approvals is set to update the approval records. 

So: what is happening with those? Are they approved and not the RITM, then you need to look at that logic. But since it seems that they are replying to the RITM (as you describe it) and not the approval record, it won't work.

I am curious about your 'does not work some time' since it shouldn't work at all.

[Gaurav Vaze]

I appreciate it
the issue was it was getting skipped due to wrong table
I created new buttons on a email script
then created new inbound action to handle this incoming approval acc/rej emails
It worked