Email Events - Random Duplication of notification_engine.process

[melcock]

We've had an ongoing issue where duplicate "Comments Added" notifications are going out from one of our workflows at random times.  We're using the default "notification_engine.process" event, which runs after we add a comment to sc_req_item via the Workflow logic.

The workflow adds a comment after a successful Approval.  The code looks up the approver, generates the comment, and runs .update() once, followed by an update to a Scratchpad variable.

This generates a single email 99.99999% of the time, but occasionally two are generated with different Event IDs.  See the file attached below for an example.  I cannot reliably replicate the issue, so I can't fix the root cause.

Any ideas?

Thanks!

[SaratChandM]

Hi. We are facing the same issue where notification gets triggered without any comment being added. This happends when a scheduled job is run but even the requests where comment is not added also get notifications. We couldn't replicate either. Were you able to find the root cause?

[Community Alums]

I am also looking into the same.

Can the 'notification_engine.process' event be cleared from the sysevent_email_action record?