OOB {mailto:mailto.approval} is not Working

[deXter97]

Hello Team,

There is an Email Notification where the User can able to approve the Request through Email.

I have used the OOB {mailto:mailto.approval}.
User is not able to approve the request through the Email.

What are the Troubleshoot steps i need to take.

Thanks!

[Ankur Bawiskar]

@deXter97 

are you sure you used it properly?

You can refer OOTB approval request notification and see how it's added

the syntax is this

${mailto:mailto.approval} and ${mailto:mailto.rejection}

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[ngodfrey]

From my experience of email approvals, two of the most common reasons for approval failures were:

1. The approver's outbound smtp email address did not exactly match that of their Servicenow profile and the mailbox address to which the approval was sent. This is common when mail is being internally forwarded to a primary mailbox.
2. The approver simply replies to the inbound approval email, often just typing "approved" rather than actually clicking on the approval link in the inbound email.

It would be worth checking that neither of these are causing your approval failures.

If my response helped, please mark it as correct ✅ and close the thread — this helps future readers find the solution faster.

Thanks