approval via email double response

[El Cuchi]

Hi there,

i just realised that out of the box a person can approve a change request via email and use the same email to reject it 15 minutes later. is this correct?

I know i can customise the inbound action but is the OOB inbound action allow users for this scenario?

regards,

Max

[ServiceTechNow]

Hi @El Cuchi, that looks to be true. The inbound action checks for "cancelled" or "no longer required" states but nothing about if its already been approved.

While this is technically possible, the rejection wont have much effect though as any flows or business rules waiting for the approval to happen would have already seen and acted on it. Both emails should also be added to the approval in case the person later says they rejected it. 

Hope that helps!

[El Cuchi]

the only issue i see in this scenario is that the approval/rejection is done in the same approval record rather than in a different one. Ex. i reply to the email with a specific token (watermark) to reject. Then, change is rejected. A new round of approval is triggered. if i reply with approve using the same email  (same watermark), then the approval record that had rejected will now have approved. this will cause confusion and loose track of rejection. 

[Tanushree Maiti]

Hi @El Cuchi 

As per my knowledge "out of the box a person can approve a change request via email and use the same email to reject it 15 minutes later." this is not OOB behavior. Somewhere at your end - customization is there which is not correctly configured.

Please validate your set up.

Refer:

https://www.servicenow.com/community/developer-forum/update-approval-request-allows-you-to-update-re...

https://www.servicenow.com/docs/r/platform-administration/r_ConstructAnEmailMessage.html

[El Cuchi]

Hi Tanushree,

you are just confirming what i posted. based on the link provided others experienced the same situation. 

regards,