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,

You were absolutely right..Someone have written 2 "Before - Business Rules" which was containing current.update.

That was causing the issue I was not aware of those new BRs also in the event history I could not find any other information.

So once we have disabled those BRs the notification is fine.

Regret for the late reply and thank you every one for your valuable time.

Thanks

Pricilla.

[sukran]

Hello Proci

we have same issue causing now in the incident table comment updated . But it   is happened only for resolved tickets and its sending multiple comment update

can you give me nay idea

[Tamil5]

Hi Sukran Balakrishnan,

Sorry for the delayed response..

As Chuck said, only "before business rules" may cause these kind of issues.

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Check your instance, all the BRs with Incident table. Add some log message to know which BR is exactly getting executed.

Once you found that,check whether it has "current.update()" statement. If it is there, then comment it & try resolving the incident and check the notifications.

If still you are facing issues, please give us some more details to find the root cause.

Thanks

Prici

[sukran]

Hi Prici

Thanks for ur response

I have to explain more about this issue .. After resolving the ticket.. The enduser got notification mail that . this has been solved.. The user replied to that all including snprod@com , it will update the same in the incident activity log .. For this case , it has two notifications to the assigned person and if ticket assignee person , reply the comments in the mail , it has trigger two notification mails to caller

See mail log below

[Tamil5]

Hi Sukran Balakrishnan

Sorry for asking this again & again. Have you checked for the Business Rule ?

Some BR is updating the incident twice when user resolving the incident. Now incident resolved event is getting triggered twice & resolved notification is getting duplicated.

Checking the Business rule is the only way to resolve this most of the time.

Please let me know your queries.

Thanks

Prici