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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niveditakumari · ‎07-17-2019

Hi Josh,

Yesterday i changed when to run condition as changes is true and tested too. Now i checked in emails log and found that notification get triggered only once. So i think changes is true condition is correct.

Could you please suggest me for this and correct me if i misunderstood something.

Regards,

Nivedita

Josh Virelli · ‎07-17-2019

I would think you would want to use the condition "Has breached" > "Changes to" > "true". That way it will specifically only run when the record is updated, the "Has breached" field has changed specifically to "true".

If you just use "Has breached" > "Changes", it will send the notification if that field changes from "true" to "false" which I think is an undesired outcome, correct?

And the other condition that I saw someone recommend, "Has breached" > "is" > "true" will fire the notification any time a record is updated and that field is true. So it will send that notification many, many times potentially.

Hopefully that sheds some light on how conditions work.

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

Thanks!

Josh

niveditakumari · ‎07-17-2019

Hi Josh,

Could you please provide me the solution that how i can correct this. So it will only trigger the notification once.

Regards,

Nivedita

Josh Virelli · ‎07-17-2019

If making the condition "Has breached" "Changes to" "true" does not solve your issue, then there are other problems that are causing the duplicates. I've outlined some of those possibilities in my previous posts (workflow/business rule issues most likely).

"Has breached" "Changes to" "true" is the correct condition, so if it doesn't work you'll need to investigate how the "Has breached" field is being updated, and if it's being updated multiple times.

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

Thanks!

Josh

niveditakumari · ‎07-17-2019

Hi Josh,

My earlier condition was changes to true only but then also my notification was triggering twice then i changed my condition from "changes to true" to "changes is true".

We have one workflow defined for SLA breach notification but that workflow triggers only three notification that is working as expected but the notification which i have created that triggers twice.

Could you please tell me that what i need to check with business rule.

Regards,

Nivedita