Incident comment update sending duplicate(multiple times) notificationsH

[Tamil5]

Hi All,

When ever am adding Comments in the incident it is sending multiple notification with the same content.

I read somewhere that notification 'Weight field' value should not be '0' it may happen because of this value, so I have changed it to '10'.

One of my instance is 'Geneva' version after this change this instance is sending only one notification, but still it is trying to send multiple times. If we see in the email logs the type is marked as 'Send Ignored'.

My another instance is 'Eureka' version, here even after changing the Weight value it is still sending multiple notifications.I have no idea why it is sending duplicate notification.

My notification conditions are,

When to send ==> Record inserted or Updated

Updated Checked

Conditions ==>   Comments   --> Changes'

Any suggestion...,?

Thanks in advance

Prici.

[Travers M]

Also, you may want to look at your email log to see what notification is firing as it may be that you have a copy or very similar notification in place.   You should also be able to see what event is causing this/these notifications to fire.

[Tamil5]

Hi,

Event name is 'notification_engine.process'..

My notification conditions are,

When to send ==> Record inserted or Updated

Update Checked

Conditions ==>   Comments   --> Changes'

Yes in the event log this event is getting called multiple times only that is why this mess I think..But I don't know why..

Thanks

Prici

[Travers M]

So it's doing this replication on every notification that fire or any that have multiple recipients?

A few things come into mind here.   Is it possible that you have a copy or two of this notification so it looks like it's the same one but it's not.   I know that on more than one occasion while we were setting ours up an insert and stay was clicked instead of a save.   The system doesn't add a number to a duplicate so you may want to double check your notification list

[Chuck Tomasi]

Hi Pricilla,

Check through your business rules on the incident and task tables and see if there are any that have a line similar to the following:

gs.eventQueue('notification_engine.process', xxx, xxx, xxx);

I'm wondering if someone is triggering the event manually from a business rule when they shouldn't be.

[Tamil5]

Sure Tomasi, I will check and update.

Thanks for your time

Regards

Prici.