Email notifications are triggering twice.

[niveditakumari]

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 · Accepted solution]

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 

[niveditakumari]

Hi Josh,

In my email logs, i have checked that same notification is triggered both times.

Could you please suggest me that what I should do to fix this issue.

Regards,

Nivedita

[niveditakumari]

Hi Josh,

In my email logs, i have checked that same notification is triggered both times, everything is same and both get triggered at same time.

Could you please suggest me what should I do to fix this issue.

Regards,

Nivedita

[niveditakumari]

Hi Josh,

Shall i do changes with weight field of notification.

Regards,

Nivedita

[Josh Virelli]

Try setting the "Send to event creator" field to true on your notification. It's under the "Who will receive" tab, you may have to go to Advanced View to see it. There are some weird bugs with that.

Can you confirm the event is getting triggered twice?

Also, check out the SLA record history to see if its being updated multiple times, which would trigger the notification to send multiple times. Are there multiple workflows running on this SLA? Are there business rules that set it to "Has breached" is "true".

I don't think the Weight field would affect this. 

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

Thanks!

Josh