User approval through emails are ignored for specific usersIssue Embed an interactive approval request for service catalog requests in the email notification sent to a user. The user can accept or reject the approval request from the email client. Morei information : https://docs.servicenow.com/csh?topicname=embed-approval-in-outlook.html&version=latest This KB talks about a scenario where one of the user tries to approve the records from email but the platform ignores the reply due to some reasons CauseThe system determines which inbound actions to run by comparing the inbound email type and inbound action conditions to the incoming email message. Certain properties are available to set the reply and forwarding prefixes in the email subject lines that your instance recognizes when processing inbound emails. Note:Inbound email flows take priority over inbound email actions. If you create flows with inbound email triggers, emails are first processed by the inbound email triggers before they are processed by inbound email actions. Here is the documentation on how the incoming email is identified - https://docs.servicenow.com/csh?topicname=inbound-action-processing.html&version=latest The system only runs an inbound action when: The incoming email type matches the inbound action Type.If present, the watermark or record number refers to a record in the Target table.The inbound action Conditions evaluates to true. If any of these criteria are not met, the system skips the current inbound action and evaluates the next active inbound action. The system processes inbound actions from the lowest to highest Order value. If the inbound action has Stop processing enabled, the system updates the State of the email record to Processed after running the inbound action Script. Watermark is one of the criteria in the incoming emails based on which the target record is identified. If the watermark is tampered in the incoming email by email clients such as outlook etc , platform will not be able to identify the existing record based on the incoming email and hence the record will be ignored. ResolutionWhen you open the received email and inspect element by doing a right click on the email body , you will see the watermark is garbled when you search for the keyword Ref:MSG due to which the platform will not be able to identify the existing Approval record on the instance for approval Tampered watermark looks like this : <span style="font-family:"Calibri",sans-serif">Ref:MSG</span><span dir="RTL"></span><span lang="AR-SA" dir="RTL"><span dir="RTL"></span>0444325</span><span dir="LTR"></span><span lang="AR-SA"><span dir="LTR"></span></span><span style="font-family:"Calibri",sans-serif">_</span><span dir="RTL"></span><span lang="AR-SA" dir="RTL"><span dir="RTL"></span>8</span><span dir="LTR"></span><span lang="AR-SA"><span dir="LTR"></span></span><span style="font-family:"Calibri",sans-serif">OrATBy</span><span dir="RTL"></span><span lang="AR-SA" dir="RTL"><span dir="RTL"></span>11</span><span dir="LTR"></span><span lang="AR-SA"><span dir="LTR"></span></span><span style="font-family:"Calibri",sans-serif">pfgf</span><span dir="RTL"></span><span lang="AR-SA" dir="RTL"><span dir="RTL"></span>5</span><span dir="LTR"></span><span lang="AR-SA"><span dir="LTR"></span></span><span style="font-family:"Calibri",sans-serif">t</span><span dir="RTL"></span><span lang="AR-SA" dir="RTL"><span dir="RTL"></span>6</span><span dir="LTR"></span><span lang="AR-SA"><span dir="LTR"></span></span><span style="font-family:"Calibri",sans-serif">vpV</span><span dir="RTL"></span><span lang="AR-SA" dir="RTL"><span dir="RTL"></span>8</span> The Approval sent emails from platform to end user will NOT have any issues with watermark but when the user tries to approve the record from his outlook, the watermark is garbled or corrupted by these clients and hence when they are received in ServiceNow , the platform is not able to identify the existing record to approve based on the incoming email. This has nothing to do with ServiceNow and is an issue with the Outlook client or whatever client customer has in use. They need to reach out to vendor of the client to fix the problem