Approvals that are approved through Emails not updating RITM Approval State and showing log message Sender email does not match approval assigneeIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When an approval notification email for a Requested Item (RITM) in ServiceNow is replied to approve, the email did not update 'State' of RITM sysapproval_approver record. The approvals remain as requested and stage is 'waiting for approval' Symptoms<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } The sysapproval_approver record for the RITM does not change state after replying to the approval notification email. Out of the box Inbound Email Actions -> 'Update Approval Request' is triggered by the email, but did not process and system logs display the following error message: Approval email from xxxxxx@domain.com for task "Requested Item: RITxxxx" assigned to "xyz" failed because: Sender email does not match approval assignee. Steps to Reproduce Submit a request with all necessary details; a RITM is created and approvals are triggered.Go to System Logs > Emails and locate the approval email for the RITM.Open the approval email for the RITMxxx and click 'Approve'.Send the approval reply to the instance emailCheck System Logs > Emails for received emails related to the RITM.Observe that the RITM approval state remains "requested" and the stage is "waiting for approval". Manual approval via UI Action on the sysapproval_approver record correctly updates the RITM state to "Closed Complete", confirming the workflow is configured correctly. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This issue occurs when the user replying to the approval email is not listed as an approver on the sysapproval_approver record for the RITM (Approvers tab), or the reply is sent from an email address that does not match the registered email (sys_user.email) of the approver.Out of the box Inbound Email Actions -> 'Update Approval Request' did not process the inbound email because it validates the sender's email address against the approver listed on the sysapproval_approver record.The inbound email action script checks several conditions before updating the approval record:Sender Validation: The script verifies that the email sender matches the approver listed on the sysapproval_approver record. It looks for approval or rejection keywords in the email subject/body. The script only updates records where the current state is 'requested'.sample log message: Approval email from xxxxxx@domain.com for task "Requested Item: RITxxxx" assigned to "xyz" failed because: Sender email does not match approval assignee. Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Ensure the user replying to the approval email is listed as an approver on the sysapproval_approver record for the RITM. Confirm the reply is sent from the same email address registered for the approver in ServiceNow (sys_user.email). Advise approvers to reply from their official, registered email address. Administrators can review system logs for the error message to identify failed approval attempts and assist users in updating their profile information if needed.