Incoming approval emails with subject containing "requires your approval/rejection" get rejected - Support and Troubleshooting

Incoming approval emails with subject containing "requires your approval/rejection" get rejected Description Incoming approval emails with subject containing "requires your approval/rejection" are rejected

If the subject text of an incoming email to be approved contains "requires your approval/rejection", the email inbound action for approval rejects the associated approval record.

Symptoms: Some approval records that you expect to be approved are rejected, for example, if the responder types "Approved" in the body of the email.

Note : Inbound emails for approval needs to have a matching watermark in the email body or subject

Release or Environment All

Cause If a request for approval is sent and the notification contains "requires your approval/rejection" in the subject text, when the person replies, the subject containing "rejection" matches a search for "reject", which causes the approval record to be rejected.

Note : Email body has precedence to the email subject on the approval inbound action

Resolution Subject contains Body contains Approval result Email 1 approve approved Email 2 reject rejected Email 3 approved ignored Email 4 state: approve approved Email 5 state: reject rejected Email 6 approve state: reject rejected Email 7 reject state: approve approved Email 8 reject approved rejected Email 9 Approved ignored

The simplest solution is to change the outbound email notification to avoid subjects containing the words "approved" or "reject".

To fix the response email to approve the record, put "state: approve" in the body, retaining the watermark from the approval email, or replace the subject with either approve or reject (case sensitive).

Note : Adding "Approved" in the email response body is not enough. The body text needs to say "state: approve" or "state: reject" or contain either approve or reject in the subject. A watermark in the incoming email is ALWAYS required for approval records.

table td {border:1px solid; padding:10px;}