Hi Sri,

Need to configure the email listener for the Email Approval. The approve/reject button advances the case based on the decision.

• The manager clicks a button in the email message, which generates an email response that contains the decision.

• Your application receives the response, resolves the case when the decision is to approve the case, or moves the case to an alternate stage in the life cycle when the decision is to reject the case.

Pega advances the case based on email response and you need to configure email listener to process it. There is an option to create an email listener from case settings. 

https://community.pega.com/knowledgebase/email-approval-enhancements-case-type

All the Email Approval documentation never mentions an Email Listener. Is one automatically created?  I have configured email approvals, I get the approval email, I reply with approve/reject. Those emails sit in an inbox and nothing from Pega is picking them up.

SOLUTION: For email approvals to be processed, you need a Email Listener. On the case type, under Settings, you can create a listener from the Email Instantiation tab. The same listener will process new cases AND the email approvals for this case-type.

Just make sure you use the right email account.