Email Notification being sent and also Send-Ignored

[Mrman]

Hi All,

We have a email notification on Incident table . This will be triggered when incident is resolved. The issue two emails are getting triggered in Email Logs.

One is being sent and other is being Send-Ingored. Please see attachments.

This is working in DEV instance, only one is being triggered and sent. But when we tested in QA two are being triggered and one is sent and other is send-ignored.

Please provide some idea on this what is the reason.

[SanjivMeher]

Hi Ravi,

When email is triggered, and they are duplicate, there is a business rule on sys_email table which marks it Send - ignored. Business rule name is Ignore duplicates

[Mrman]

Ok, But why duplicate is being sent when it is working fine in DEV instance . How to check this please.

[SanjivMeher]

Can you check by going into the email, if it is two different email notifications?

Also check, if there is an after update in your business rule, which is saving the incident again causing to trigger another email.

[Mrman]

Hi Sanjiv,

It is the same email with same subject . One is being sent and other is send-ignored.

This is not happening in DEV instance. We moved this notification to QA and it is happening there.

Please guide what need to be checked in script .