Empty Approval emails triggered after Production Instance upgrade..

[kaushal_snow]

Hi Everyone, Has anyone encountered this issue before?

After my client upgraded their ServiceNow instance, we’ve noticed that approval emails are being automatically triggered to users. However, these emails contain no relevant information—there’s no approval task, no associated record, and no approver details. Everything seems to be empty, yet the approval notification is still being sent out.

Has anyone faced a similar issue where approval emails are triggered without an actual approval record being created? 

[Weird]

I haven't heard of the same issue, but you might have customization that uses, for example, an OOB event and Servicenow has restored a deleted notification which is now triggered by your event.

For two customers we have seen before that after an upgrade some older notifications were restored from deleted records or a customization was written over. The interesting thing was that the version history for the notifications showed the customization (changes or delete) as the current but comparison showed that it didn't match the current version at all. Servicenow didn't investigate further since after we reverted back to what it was supposed to be the version history didn't show any sign of it ever being incorrect.

Your email record should show which notification triggered the email. You can then check the notification and if it's triggered by an event you can check the event table for a matching event and try to figure out what triggered the event. Of course you can also check if the notification has anything weird on it, but your issue sounds like it makes sense to first check if you're triggering an OOB event from custom script.

[Ankur Bawiskar]

@kaushal_snow 

I haven't seen anyone in community posting about this issue.

What debugging did you do?

If my response helped please mark it correct and close the thread so that it benefits future readers.