3687743 - approval and rejection email notification behavior

• After the case is approved, the requester does not receive an email notification indicating that the approval process has been completed.
• When the case is rejected, the requester does not receive an email notification informing them that their case has been denied.

• Approvals
• SAP Sales and Service Cloud Version 2

Scenario 1:

• Processor Name: Approver Mr.A
• Approval status: REJECTED
• Reject Person: Approver Mr.A
• Result: The rejection email can be sent to the recipient Approver Mr.A.

Scenario 2:

• Processor Name: Approver Mr.A
• Approval status: Approved
• Approved Person: Approver Mr.A
• Approved time: 2025-10-21T12:16:03.369Z UTC
• Result: The approved email was not sent to the recipient Approver Mr.A.

Scenario 3:

• Create a new case to test the direct approve action
• Processor Name: Approver Mr.A
• Approval status: Approved
• Approved Person: Approver Mr.A
• Approval time: 2025-10-21T12:18:21.809Z UTC
• Result: The approved email was not sent to the recipient Approver Mr.A.

Approval process approve and reject scenarios:

• • If there is a single approval step and if the approver has approved the request the recipient is receiving the email response.
  • If there are multiple steps and the approver approved a single step recipient is not receiving the email response. If all the steps in the approval process are completed only, then the recipient is receiving the email response.
  • If there are multiple steps and the approver rejects the first approval step itself then the entire approval process is getting completed and recipient is getting the email response.

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

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SAP Sales Cloud and SAP Service Cloud Version 2 all versions