Duplicate Emails goes out on sla Breach notification.

[dmahendran]

Hey Folks!!

Facing an issue of getting Duplicate emails on 100% SLA Breach email notification. Configured via sla definition with an custom workflow and an event mapped with an Email notification. Everything was set up for sla on a catalog task, can't able to identify how 2 identical emails were getting out for a single notification.

Any help world be much appreciated!!!

Tysm.

[Community Alums]

Hi @dmahendran,

we can do investigations as follows:

• Go to System Policy > Events > Event Registry and check the mapping of the event to the SLA breach. Make sure there’s no duplication in the event triggers.
• Navigate to System Notification > Email > Notifications and search for the SLA breach notification. to verify multiple email notifications.
• Ensure that the SLA breach condition is firing correctly and only once. Sometimes, an SLA might breach multiple times (e.g., if it’s recalculated or updated repeatedly), causing multiple email notifications.
• You can also verify for duplicate events by going to System Logs > Events and filtering for events related to SLA breaches.

[dmahendran]

@Community Alums  Thanks for your response buddy

I have reviewed all the steps mentioned above, and everything appears to be in order, but I am still unable to identify the issue causing multiple emails.

[Mahathi]

Hi @dmahendran ,

There could be 2 possibilities: One could be the condition you mentioned, if you can share a screenshot. 

Second one, Please check this KB Article where assignee and assigned to group oob notifications get triggered. 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0864273

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Regards,
Mahathi

[dmahendran]

Hello @Mahathi  Thanks for your reply.

I used an event in the notification without applying any additional conditions. I added basic conditions to the SLA definitions, such as the item name, ensuring the "Assigned To" field is not empty, and specifying the state also, i have created a custom workflow for this requirement.