Limit notification Triggering

[Taaha M]

I have a notification triggered for two recipients, Requested_for and Requested_by.
When I am having same user in both fields, then it should not trigger two separate notifications, it should only trigger one.
How can I do this?

[Rafael Batistot]

hi @Taaha M 

If you want to keep the standard Recipients tab but avoid duplicates

• In the Who will receive section, select only one field (say requested_for).
• Then add a condition (or script) to check if requested_by != requested_for, and if so, add the second user manually with a Recipient Script.

[Ankur Bawiskar]

@Taaha M 

Since both the recipients are same is the user getting same email twice?

what's happening currently?

It's OOTB platform behavior and instance should send only 1 email to that user.

What it shows in email logs?

May be the same email is getting triggered due to some other action and possibly user is getting this email again.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@Taaha M 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Bhuvan]

@Taaha M 

Change your email notification configuration 'weight' from '0' [default] to a higher number [for example, 10].

Go to Notification -> Advanced -> When to send section

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829694

https://www.servicenow.com/community/itsm-forum/avoiding-duplicate-notifications-when-quot-assigned-...

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan