Dynamic translation of emails triggering 2 emails in servicenow

[Balakrishna_ABK]

After enabling Dynamic translation for emails. Two emails are triggering one in default English and other translated version (user preferred language)

How to disable triggering in default English ?

[Dr Atul G- LNG]

Hi @Balakrishna_ABK 

Not sure but check thsi:

https://www.servicenow.com/community/international-localization/dynamic-multi-lingual-notification-s...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0536645

[Dr Atul G- LNG]

This is i got from AI: [Please check and see if any thing works here for you]

To fix duplicate emails when using Dynamic Translation in ServiceNow, you need to address a common conflict between localized templates and system-generated notifications. When dynamic translation triggers, it can fire the source language notification alongside the translated version. [1, 2, 3]

The following concrete steps outline how to diagnose and fix the double-email issue:

1. Identify the Trigger Source

Examine your sys_email log to determine why two emails are being generated:

• If both emails have identical content but are in different languages (e.g., one English, one Spanish), your notification is firing before and after translation. [1, 2, 3]
• If both emails are in the exact same language and contain the same text, this is often an email client/thread artifact or a duplicate user profile/sys_event issue rather than a dynamic translation defect. [1]

2. Best Practice: Deactivate Static Templates When Using Dynamic Translation

If you have Static Translations and Dynamic Translation enabled simultaneously, the platform may generate both. [1]

• Go to System Policy > Email > Notifications and open your specific notification.
• Ensure you do not have both static message translations generated and the Enable dynamic translation toggle selected at the same time. If using dynamic translation, rely on a single, default-language template. [1, 2]

3. Check for Dual-Language Recipients

A dynamic translation email will trigger twice if you have two recipients on the same notification—one requiring dynamic translation and one whose preferred language is the system's default. [1, 2, 3]

• Ensure you apply business rules or filter conditions to route notifications strictly to users who require them, avoiding blanket "Send to both" groups if the system is attempting to translate only for targeted individuals.

4. Leverage the "Honour User Preference" Property

If an email is translating unnecessarily, it is often because the user's language matches the instance's default language (e.g., both are English). [1]

• Verify that you are leveraging the glide.email.translation.honour.user_preference system property. Setting this to true stops the system from translating content when the target language matches the system default language. [1]

[Tanushree Maiti]

Hi @Balakrishna_ABK 

Refer: 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1156957

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1156980

https://www.servicenow.com/community/itsm-forum/email-notification-triggered-for-the-user-other-than...

https://www.servicenow.com/community/international-localization-forum/issue-with-dynamic-translation...

Note: 

If you enabled dynamic translation on specific emails, you can If it is turn it OFF , it is default to English 

1. Navigate to System Notification > Email > Notifications.
2. Open the specific notification record.
3. Select the What it will contain tab.
4. Check the Enable dynamic translation checkbox.
5. Click Update