Email notifications are triggering twice.

niveditakumari · ‎07-16-2019

Hello,

I had a requirement to send SLA breach notification for incident. I am achieving it via notification. I have created one notification with condition is sla breached changes to true but i can see in logs same email is sent twice at a time.

Can anyone please help me with this.

Regards,

Nivedita

Josh Virelli · ‎07-16-2019

Hi Nivedita,

You definitely had it correct the first time with the "changes to" true instead of "is" true. We only want this notification to run on the update that changes it to true, not every time it is updated when the condition is true. That would give you more duplicate notifications than you already had LOL!

In your email logs, can you confirm it is the same Notification both times? Maybe you have two different notifications going out? Also check the Event Queue history to see if the event is being triggered twice, that may help you find the answer.

Something else to consider, look at the history of the SLA record to see if that Has Breached field is being changed multiple times from true to false and back to true. Maybe it's an issue in whatever Workflow/Flow Designer/Business Rule is setting that field.

We need to track down what the causation for the duplicates is, as I believe your notification is correct. Let me know what you find, or if you need further guidance.

If my answer was helpful or answered your question, please mark it as 'Helpful' or 'Correct'

Thanks!

Josh

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AbhishekGardade · ‎07-16-2019

Hello Nivedita,

have you used current.update() in Business rule? What conditions you have added in notification? please share screenshot

Thanks,

Abhishek

Thank you,
Abhishek Gardade

niveditakumari · ‎07-16-2019

Hello Abhishek,

Thank you for your reply.

Please find the screenshot.

Regards,

Nivedita

AbhishekGardade · ‎07-16-2019

Hello Nivedita,

1. Change When to Run Condition

2. Has Breached IS True

On which table you have written this notification?

Also try to check if any Business rule on this table contains current.update(); if yes then remove it or add currenr.setWorkflow(false) before it;

Please mark as Correct Answer/Helpful, if applicable.
Thanks!
Abhishek Gardade

Thank you,
Abhishek Gardade

niveditakumari · ‎07-16-2019

Hello Abhishek,

I have changed when to run condition as has breached is true and have tested. I will let you know once it will trigger the notification.

Could you please elaborate that what i need to do the changes with business rule.

Regards,

Nivedita