Inbound Email action issue

[vamsee1]

Hi,

I have a Inbound action to approve or reject a change ticket via email and the Inbound action is on sysapproval table. When a user responds to the email to approve/reject a change (Group approvals activity) only one record gets updated to Approved and rest remain in Requested status. Can anyone let me know what could be the issue?

Thanks,
Vamsee.                                          

[vamsee1]

Hi Deepak,

Its same as User approval activity. Inbound action is processed and it sets the approval state to Approved but other approvals are still shown as Requested. Attached screenshot of processed Inbound action and error messages. Is their any OOB business rules that triggers after the record is updated?

Thanks,
Vamsee.

[Deepak Ingale1]

Hello Vamsee,

There is an 'Update Approval Request' inbound action responsible for approving records. This script works on sysapproval_approval table.

With regards to screen capture provided, I sense two possibilites

1) Are accounts configured using duplication email IDs? , which means, there might be two users with same e-mail ID. This normally happens if you have AD integrated in your environment and there are users with multiple account.

2) Are you in domain separated environment with user accounts configured in two different domains with same email ID?

[vamsee1]

Hi Deepak,

I did verify and there are no duplicate accounts. Yes we are on Domain separated environment and no duplicate account created.

Thanks,
Vamsee.

[vamsee1]

Hi Deepak,

Just giving a try to populate users with the script below, am not sure why this is not working. Can you let me know what I am missing.

answer = [];

vargrmember = new GlideRecord("sys_user_grmember");

grmember.addQuery('group',current.service_offering.u_customer_review_group);

grmember.query();

while(grmember.next())

  {

  array.push(grmember.sys_id.toString() + "");

}

people = [];

var list = array.toString();

people = list.split(',');

for (i = 0; i < people.length; i++)

  {

  answer.push(people[i]);    

}

Thanks,

Vamsee.

[Deepak Ingale1]

Hi,

If you are trying to retrieve people out of the group, then kindly use below code and see if it works.

answer = [];

var gr = new GlideRecord('sys_user_grmember');

gr.addQury('group',current.service_offering.u_customer_review_group);

gr.query();

while(gr.next())

{

answer.push(gr.user.toString());

gs.log('Group Member: ' + gr.user.getDisplayValue());  

}

gs.log('All group members with their sys_ids are: ' + answer);