Hello Team
We have an issue with Customer satisfaction survey emails on our Incident table. Upon accepting the resolution of ticket, two emails are fired ( with the same email notification name ) and both has survey links in it. If user clicks on the survey link in one of the email, it takes to survey page but it doesn't has any values in the fields like it won't display INC#, Summary, Resolution notes etc. But the other email is working fine and if user clicks on the survey link in the second email, it takes to the appropriate page and has all the details like INC#, summary etc. FYI - This is only happening in our production and all our sub prod are working fine.
I checked the logs, script includes and business rules and compared them with our sub prod rules and scripts, but haven't found any difference in them. I'm not sure why the duplicate email is getting triggered.
Survey link which has all the values ( Correct survey )
Survey link which doesn't have any values ( Incorrect survey ). Basically we want to stop this email from getting fired.
Any thoughts on this ?
Regards!
