Approval Record is not updated to Approved

Anil74 · ‎04-20-2020

Hi all,

Approval record is not updated to approved/rejected when approval user clicks on "click here approve" link in the email, it opened an email with the subject as "Re: PRBXXX - Approve" to a respective instance and sent. Now respective approval's state should be set to approved but not working. Please suggest.

Thank you.

Anurag Tripathi · ‎04-21-2020

Yes, for that first fix the oob setup as it is shared across the board.

This will answer this question. (and the duplicate question you have created that too)

Now for the client requirement you can create a new email and along with it a new inbound email action as well to cater for the new requirements. This way you don't alter the OOB behavior and create one separately for problem. You can refer to the existing code for that or raise a new question here on community also.

Hope this helps.

-Anurag

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Anurag Tripathi · ‎04-20-2020

Hi,

Just so i know the full story, did the user send the email also?

Users are supposed to click on the approve/reject link on email(which opens a new email) and without changing anything, they need to send the email.

That is when the approval happens.

-Anurag

Anil74 · ‎04-20-2020

Thank you for your response, Anurag. yes user is sending email to ServiceNow without changing anything.

Anurag Tripathi · ‎04-20-2020

Check in the email logs if the email was received and processed.

This approval actions happens via an inbound email action.

-Anurag

Anil74 · ‎04-20-2020

Yes, It is in email logs with type as received and the state as processed. Please see the attached screenshot. Am I missing something?