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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[Ankur Bawiskar]

@Hemagiri B 

I know you have tried some other ways to debug

But did you check the above KB?

[Hemagiri B]

Hi @Ankur Bawiskar ,

Thanks for your update I tried the above KB but it's not working as expected.

Regards,

B Hemagiri

[Ankur Bawiskar]

@Hemagiri B 

what if approver is admin and that user replies?

is the incoming email coming to instance and getting processed?

[Hemagiri B]

@Ankur Bawiskar ,

I have admin access and I am the approver , yup incoming email coming to instance and getting processed. But record is not approving still it was in requested state.

Regards,

B Hemagiri