Having issues with Approver lists not being able to approve changes

[tt565]

Hi,

I'm Fairly new to service now and am learning as I go.

I'm having issues with Change requests. I have added a group in the 'Approver list' and have made sure the members role have 'approver_user'. After the Change request is submitted for review, the email is sent to the members emails and when they click Approve, they get a bounce back stating:

'The approval for "CHG0030217" failed because the approval response
email was not sent by the approver. The Approver is with email address'

When no users are added to the 'Approvers list', their report to Manager gets the approval and is able to email respond which changes the status of the change request to approved.

I've checked the Change request and checked the 'Approvers' tab, there is one requested state with no approvers, but when selected, it shows the email history of what the system has done, which was send the email to all users in that group that was added in 'approver list'.

I am unable to find the back end on which template the system sends for the approval fail email as well as how the system handles the responses when managers click approve or reject links In the approval emails.

Appreciate any support.

.

[brian_quinn]

Tony,

Are you manually adding users or groups to the "Approvers" related list on the change form?  

Under System Policy -> Email -> Inbound Actions, there should be an action called "Update Approval Request".   This is probably the code that handles the email from an approver after clicking the link in the notification.   However I believe this will only work if you set the list of approvers in the workflow of the change, not if approvers are manually added.

Thanks

Brian

[bernyalvarado]

Hi Tony,

It sounds like you're using an email test account in a non-production instance. Is this right? If so, make sure that your "Approval User" for which you're testing the approval via email has set the same email account as the email test account you're using to receive all the instance notifications.

This is important since the inbound action will consumes the approval actually validates the email sending the approval belongs to the user approving the record.

Thanks,

Berny

[bernyalvarado]

Hopefully this helps!