RITM is not getting approved even the inbound email action got processed

[Hemagiri B]

When I try to approve the RITM through email, the Inbound Email Action is being processed successfully, but the RITM approval state is not changing to “Approved” and remains in “Requested” state.

We are using the OOB Inbound Email Action “Update Approval Request.” As shown in the logs below, after the OOB code executes current.update();, we are getting a null result:

[Approval Email Debug] Update result: null

Could someone please check and help us identify the root cause of why the approval record is not being updated to “Approved”?

current.comments = "reply from: " + email.from + "\n\n" + email.body_text;

var controller = new GlideController();

controller.putGlobal("approvalSource", "email");

current.update();

Logs as follow

[Ankur Bawiskar]

@Hemagiri B 

things to check

1) the user who is replying is approver?

2) does that reply email have watermark so that system identifies the correct approval record?

check this KB

Inbound Email Action "Update Approval Request" Fails to Update Approval Record 

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