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

View solution in original post

Kieran Anson · ‎04-20-2020

Hi Anil,

Check your instance's inbox to see if the email has been received. You can then check to see if the email was processed or ignored etc.

Sys Email

You can also look at your event logs to see if any 'approval.email.errorMsg' events have generated.

Approval Bounceback Errors

Anil74 · ‎04-20-2020

Thank you For your time Kieran Anson. I can be able to that email in the log with received and processed. How can I check Approval Bounceback Errors in an instance can you please navigate me.

Kieran Anson · ‎04-20-2020

change the instance prefix to your instance https://yourinstanceid.service-now.com/sysevent_list.do?sysparm_query=nameSTARTSWITHapproval.email.e...

Regarding your screenshot, we would need to see the email logs (related list at the bottom of the form)

Anil74 · ‎04-20-2020

Hi Kieran Anson,

I have verified in events there are no errors related to approval bounce-back error. Please see the attached screenshots of the received email logs.

Kieran Anson · ‎04-20-2020

Hi Anil,

Can see from Photo3.png that "Skipping script 'Update Approval Request', email is a reply, and the record it matches is not in the inbound email action's table.

Follow KB0535511 and follow the resolution steps.

The email was processed using the inbound action 'Update Problem' and updated PRB0040543