Request Item still shows requested even though it has been approved.

[Naveen10]

The user received an email to approve that request, she did approve on email but when we checked the request it still showed "Requested" What might be the problem? I sent an email for approval not long ago but she said she did not receive it.

Can you please help me out?

[Sandeep Rajput]

@Naveen10 Please check if email inbound actions are configured correctly on your instance to process the approvals via email correctly.

[Maddysunil]

@Naveen10 

It might be you are sending an approval for a group, and each person approval is required. You can change condition, if anyone approve.

Please mark my response helpful if it helps

[Amit Verma]

Hi @Naveen10 

Does the the reply email contain the word "approve" in the subject line.? Also, have you checked the OOB Inbound email action 'Update Approval Request' for any issues ? Also, have you checked the email logs for any entries like 

Skipping 'Update Approval Request', did not create or update sysapproval_approver

Stop processing detected after executing script: Update Approval Request. ?

Refer https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0824389

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0820864

Thanks & Regards

Amit Verma