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 

was this working fine earlier?

since you said it's not working for even admin this doesn't look like access issue

[Hemagiri B]

@Ankur Bawiskar ,
Yes, it was working fine earlier and even now working on Test instance not working on the Dev instance checked the some of the script but didn't find any difference.

Regards,

B Hemagiri

[Ankur Bawiskar]

@Hemagiri B 

did Dev instance get upgraded recently?

[Hemagiri B]

@Ankur Bawiskar ,
Yes but both Test and Dev running with the with same version.