Email approvals never show up in the RSA Identity Governance & Lifecycle system

[#1]

Article Number

000036786

Applies To

RSA Product Set: RSA Identity Governance & Lifecycle
RSA Version/Condition: 7.x

Issue

Email approvals are being sent by the approver, and can be seen in the approval email server mailbox before they disappear from the approval email server but on many occasions the approval emails cannot be found in the RSA Identity Governance & Lifecycle  system, and approval workflows are left in limbo.
 

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Cause

A test, development or QA system is set up to use the same email and approval email servers as the production system, and pulling some of the emails intended for production.

A system will only check for new emails on the approval email server in specific polling intervals.
 

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If another system polls the same approval email server during that time frame, it may pick up emails that are not intended for it.

Resolution

Remove the approval email setup in other environments except for production, or make sure that other environments like test, development and QA each use their own approval email server (aka as the Inbound/Reply Server).