Trouble with change request approvals

[Jens Mogensen]

Hi everyone

I have a strange issue that I could use some tips on how to proceed.

When a Change Request enters the CAB Approval phase, an Email is sent to manager of the Assignment group on the Change. This is done via the OOTB notification "Change Approval Request". In the email there is both a link to the change itself as well as separate "Click here to approve" and "Click here to reject" links.

Here's the issue. Kim, who is the manager of the relevant assignment group, receives the mail. He clicks on the "Click here to approve" link. Kim then receives this rejection by mail:

"The approval for "Change Request: CHG0451745" failed because the approval response email was not sent by the approver. The Approver is Jakob with email address Jakob@ourcompany.com"

This is terribly confusing to me. Jakob is one of the other change managers. He has no relation to the assignment group chosen on the Change. He is nether Assigned To or Release Manager on the Change. How come the system requires the approval to come from him? Kim is able to approve the change if he opens the ticket itself so clearly he has the required rights (both Kim and Jakob have the Change Manager role).

And no, Kim and Jakob have nothing in common when it comes to their email adresses apart from being in the same domain. The approval mail is sent to Kim on his primary Email, not an alias. And he sends the approval from the same address.

I'm stumped.