SAP Knowledge Base Article - Public

3439107 - Case Processor Not Receiving Email Notification Upon Case Approval by Approver


The case processor does not receive an email notification upon case approval by the approver, despite having email notifications enabled and a defined response email template.


  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0

Reproducing the Issue

  • Pre-requisite before reproducing the issue:
  • High level steps:
    1. Agent creates a case.
    2. Confirm that the category of the case per aligning of the conditions of the approval flow.
      • Typically:
        1. Add Approver to the Case under General -> Involved Parties -> "Search🔎 +"
        2. Select Approver from the drop down list and select the correct approver
        3. Add the appropriate approver to the case.
        4. Set Status to "Approval" and Submit Approval from the case flow
          1. Change the status of the case to "Approval."
          2. Submit the approval request.
        5. Note: Verify that the email is visible in the outbound monitor.
      • Log in using the credentials of the approver.
        1. Check the notifications for new approval requests.
        2. Approve the case.
        3. Result:
          1. No email is sent to the processor of the case, and it is not visible in the outbound monitor.
          2. No email has been received 


Incorrect template format


  • Please ensure the template used for approval response scenario is incorrectly formatted.
  • Please ensure there is no html styling tags within the placeholder.
  • Ensure there is no corresponding missing closing tags to make sure html file is correctly formatted.


approvals notification response no email case owner , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0