outlook actionable not working when we approve/reject getting error

[Likith1]

After configuring outlook actionable message to servicenow  unable to approve or reject getting the error as "You are not authorized to approve/reject this request".

I checked about this where user have 2 profile in servicenow with same mail id as "abc.servicenow.com" this issue is happening when i remove the mail id from one user record and check its working fine.

Is this is expected behaviour or any other solution is there to fix it because we 2 have user profile for each so.

Thanks in advance

Regards,

Likith R

[Ahmmed Ali]

Hello @Likith1 

Ideally email should be unique for each user record in ServiceNow. Whenever ServiceNow receives any email, it will try to find record in user table with matching email. First matching record will be considered as sender.

Now for example user1 and user2 records has same email. Actual approval is tied to user2, but when the user approves via email, ServiceNow finds user1 as matching user record and it considers not valid approver.

Suggestion would be to have your data corrected in user record. 

OR

write custom script in approval inbound action to validate user and approve the approval. This would not be best solution.

Thank you,

Ali

[Likith1]

Hi Ali,

Thanks for your Reply but this approval actions are not created from inbound action its from the Outlook Actionable message plugin , for that how will i write custom script on the inbound action.

Regards,

Likith R

[Ahmmed Ali · Accepted solution]

Hello @Likith1

Not sure about Outlook Actionable message. I would suggest to have your data corrected.

Thank youn,

Ali