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.

[Dan O Connor]

When you say Custom Workflow, as in you made this in Workflow as opposed Flow Designer? 

In the platform navigate to System Mailboxes -> Sent or Outbox (if the mails generating out probably in Sent) 

You can see in the record where the email is being triggered from. Compare the two records to see where the emails are being generated from. 

So you can then see if its just two different sources generating the mail, or if its the one source can point you to look at the customisation as there might be an error causing duplication. 

There is also OOTB functionality for SLA breaches so double check they arn't overlapping 

[dmahendran]

@Dan O Connor Thanks for your response.

i have already checked those system mail boxes, the both emails are triggered from an same email notification which i have configured for the sla. Also both the emails were too identical to each other same recipients and other things were quite similar.
Any other suggestions.

[Dan O Connor]

Have you double checked your email notification to make sure you havn't duplicated Receivers? 

You mentioned you are using an event. Go to the Advanced view in your notification and make sure you havn't ticked the Event based tick boxes 'Event Creator'. That will send a mail based on the event trigger, but you might also have the person defined in users/Groups/Fields which means they are getting it twice. 

While you are there obviously double check that same tab to ensure you havn't got possibility of duplication across the Users, Groups in Fields, and Groups 

[dmahendran]

Checked all those things already, ill attach the snap here too.. Event 1 parm ill get the assigned to name dynamically and an additional email id needs to be there in the notification.

[Uncle Rob]

Its extremely difficult for us to help you troubleshoot when you include no information on the SLA and hte custom flow you set up.  It could be literally anything.  Screenshot of each at minimum would save the community a ton of time.