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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Anil Lande

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Aditya2 · ‎01-12-2022

All the approvers received the Approve/reject mail.

Anil Lande · ‎01-12-2022

Have you tried the links? when user click on link when they receive in mailbox, it should generate reply and user need to send that to servicenow.

ServiceNow will receive approve/reject email from user and update record state.

Thanks,
Ail Lande

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.
Thanks
Anil Lande

Aditya2 · ‎01-18-2022

I have requested for approval

I have also replied through my email id

This is oob inbound action.

I have also checked the properties. It looks fine.

So why is it not reflecting in the Approval state?

Anil Lande · ‎01-18-2022

Hi,

Can you please share email logs.

Please check related list, it will help you to understand which inbound action is processed and which one is skipped.

Also you can put logs in inbound script and try to print values like subject, email etc.

Thanks,
Anil Lande

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.
Thanks
Anil Lande

Aditya2 · ‎01-18-2022

Skipped Update Approval Request

How can this be solved?