user unable to approve the request via email. Facing some issue

[swarnargha]

when the user is trying to approve the request via email by clicking on the link "click here to approve the request REQ0032134" .

When he clicking on the link to approve, a new email reply window is appearing and when he is sending the reply with approved, he is getting the below email from servicenow which says:
The approval for "REQ0088066" failed because the approval response email was not sent by the approver. The Approver is Thomas Cook with email address tthomas@xxxxxxxxxxx.com.

I saw that this email is triggered from ServiceNow due to one of the OOB email notification.

Please help us to fix this issue.

[Alexis Hemled]

Hello Swarnarghya,

Is the user answering the email with a User account within ServiceNow (in the sys_user table)? Is it the same user that should approve (in your example, is it Thomas Cook that is responding)?

Finally, I already encountered such an issue while having two users with the same email in the sys_user table.

For example, if the approving notification is sent to a user with the mail address test@test.com. If this user responds but there is two users with the test@test.com address, the system might not use the correct user to approve and therefore say "failed because the approval response email was not sent by the approver".

Hope this helps.

Regards,

Alexis

[DanWilliams]

I used LDAP and Active Directory integration.   I too was seeing the same issue and isolate this issue to only one person. By doing a search in the user list based on the email, I discovered the user had 4 accounts using the same email.   I had to work with the user and the account team to change the emails on all but the one account being used for ServiceNow activity.   The user tested an email approval and it was successful.

[Balu5]

Hi Alexish,

Is there any other option to fix this issue. means with out changing mail id in account.

User same mail id in all accounts.

[DanWilliams]

From what I tested, No, there is not.  The reason being is the system is hitting on one of the accounts you may not want first, which I could not find which one that is.  This makes that path near impossible to resolve by finding away to set the correct account as first.   I would ask if those accounts are needed in ServiceNow or can they be filtered out? If so, filter them out.  That is the only other way I can see past changing the Email.