OOB Inbound Action- Update Approval Request

Aditya2 · ‎01-12-2022

Hello,

As per my requirement I created an approval notification for change request. There are two links mailto.approve and mailto.reject links present in the notification. So whenever this notification is triggered to the approvers they can either accept or reject the request. These links opens an email with subject- accept/reject and the mail is sent to system.

The OOB Inbound action -'Update Approval Request' is not changing the state on the change form.

Do I have to configure the Inbound action before using it, or are any other customizations required,or is it my instance problem.

Need help as I am new to this concept.

Thanking in Advance

Ad

Anil Lande · ‎01-18-2022

Hi,

I guess this is because of the Approval email notification. You must be sending Approval email for your change on Change Request table.

The inbound action is for Approval <sysapproval_approver> table. The incoming email is matching for the record in change request.

If you want to use OOB inbound action then you need to change table of your Approval email from change_request to sysapproval_approver. And make required changes to email body.

Thanks,

Anil Lande

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View solution in original post

Anil Lande · ‎01-12-2022

Hi,

Have checked email properties? is inbound/outbound enables in ServiceNow instance?

Also check email logs and see whether email is received and why inbound action was skipped.

Thanks,

Anil Lande

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Anil Lande

Anil Lande · ‎01-12-2022

Please check troubleshooting of email on below links:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538136

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0538135

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0521382

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/notification/concept/tro...

Thanks,

Anil Lande

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Aditya2 · ‎01-12-2022

Yes Property is enabled and email is also received

Anil Lande · ‎01-12-2022

Can you please check email logs and see what happened ?

Please appreciate the efforts of community contributors by marking appropriate response as correct answer and helpful, this may help other community users to follow correct solution in future.
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Anil Lande