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.

[Tamil5]

Hi Tomasi,

I have checked all the Business Rules and none of them triggering notification_engine.process event manually

Thanks

Prici

[randrews]

ok the first thing i would want to do is find out... is the SAME notification going out multiple times or are we getting multiple different notifications...

if it is one notification going out multiple times check your event queue to find out if the same event is being retriggered multiple times or if the same event is triggering multiple emails...

i suspect either the event is being fired multiple times or we are getting several different email notifications from that one event.

obtw.. under system logs there is an email log that will show you the EXACT notification for each email and the event that created it.

[Tamil5]

Hi Andrews,

Below are the answers for your questions,

is the SAME notification going out multiple times or are we getting multiple different notifications...

Yes same notification is going out multiple times

 if it is one notification going out multiple times check your event queue to find out if the same event is being retriggered multiple times or if the same event is triggering multiple emails...

Yes as you said same event (event name - 'notification_engine.process') is getting triggered multiple times.

Since the same event is getting triggered multiple times users are receiving duplicate emails.

Thanks

Prici..

[randrews]

ok if the event is getting triggered multiple times... and you only have the one br triggering the event.. it sounds like the br may be getting called recursively.... turn on the BR debugger and see how many times it gets called.

this might be a good time to open a HI ticket and let them help you with it also

[Chuck Tomasi · Accepted solution]

Hopefully the business rule does not contain current.update(). That's a common cause of business rules getting run more than once. If you see that, remove it or comment it out. 99.99% of the time it's not needed or can be rewritten another way.

Business Rules Best Practices - ServiceNow Wiki