Approvals/Rejects via Email not being processed - approver is not matching or response not formatted

[lberthold_FA98]

Hello -

I started to receive emails from users saying their approvals/rejects for specific requests are not being processed via email. They get a bounce back that says:

The approval for "Requested Item: RITM0012305" failed because the approval response email was formatted incorrectly. Click the "Approve" or "Reject" button in the original email.

When I test this action as myself (Lori), when I try to approve a request via email, I get the following message:

The approval for "Requested Item: RITM00XXXX" failed because the approval response email was not sent by the approver. The Approver is [User] with email address  [email].

This used to work just fine but isn't anymore. We are using the OOTB approvals.

When I look at the email logs for my test, i see mine are coming up with a UserID of "System Administrator" - but I don't know why when I'm logged into ServiceNow as myself, and approving from my own Outlook inbox. Where is System Administrator coming from?

For the end users, I can't figure out what might now be formatted correctly. Users can approve via the Service Portal just fine, or in ServiceNow if they have a license. But the emails with the links to Approve or Reject aren't. I have verified that the Subject is still configured with "Re:RITM00XXXXX - approve" or "Re:RITM00XXXXX - reject" as normal. So that is fine.

Any ideas to help troubleshoot would be appreciated. Our instance is so small and we barely have any customizations.

Thanks!

Lori

[Dr Atul G- LNG]

Hi @lberthold_FA98 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0727621