Outlook Actionable Messages customer case common pattern and resolutionPre-requisites: 1. Install Outlook Actionable Messages(sn_ms_oam) plugin to configure actionable messages.2. Update existing Out of the Box email notification record or customer-created email notification record with OAM email script "include_approval_actionable". This script is responsible for generating Adaptive Cards.3. Email sending should be enabled from "Email Properties". A common pattern of the case: 1. Email received is not rendering in outlook - Email notification received by the user from the email field should contain "*.service-now.com" domain name otherwise for custom ServiceNow instance domain it will not render email notification for approval as well as a survey. They will get SPF/DKIM errors. To make it work they either need to whitelist their domain with Microsoft. They need to follow these documents to make it work. Setting up signed cards for Outlook Actionable Messages. https://learn.microsoft.com/en-us/microsoft-365/security/office-365-security/email-authentication-about?view=o365-worldwide Note: If the customer has a custom domain ServiceNow can't do anything they need to contact their internal team to resolve the issue by following the above documents. 2. Email received is not rendering in outlook - Customer might have requested for new provider in case of custom domain instead of using OOTB provided that needs to approved. Debugging techniques: Check for any customisation done by the customer in any Script Includes which is responsible for generating Adaptive Card JSON for Outlook actionable messages. The list of script includes AdaptiveCardsFactory, ApprovalAdaptiveCardGenerator, and SurveyAdaptiveCardGenerator.Install the Actionable Messages Debugger add-in in Outlook. You can see the adaptive card json body in Outlook client or web using this add-in.Check the sys_email table record if the Adaptive card JSON structure is current. You can check it by putting adaptive card json content inside <script> tag in https://amdesigner.azurewebsites.net/. If it's generating the correct structure.Check if there is any custom BR present on the sys_email table which is creating the wrong structure of the email notification record.