Service Now: Emails regarding an incident are coming through (And they are duplicated) .

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nameisnani
Mega Sage

‎02-08-2024 08:07 AM

Hi Team ,

Service Now: Emails regarding an incident are coming through (And they are duplicated) .
Attached emails came through to me(caller) even the incident has been resolved many hours ago. (And it was already promoted)

These many emails got triggered

nameisnani_0-1707408300938.png

 

Notification

 

nameisnani_1-1707408328397.png

 

nameisnani_2-1707408345384.png

 

nameisnani_3-1707408384994.png

 

Who will receive is caller .

 

How to fix this issue . can anyone please help me here 

 

Thanks in advance

 

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Sid_Takali
Kilo Patron
Kilo Patron
In response to nameisnani

‎02-08-2024 08:40 AM

Hi @nameisnani Yes just make a change in condition only.

SiddharamTakali_0-1707410771597.png

Please make my answer Correct/Helpful,

Regards,

Siddharam

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SunilKumar_P
Giga Sage

‎02-08-2024 08:42 AM

Hi @nameisnani, as the email is configured to trigger on insert and update and also the condition states that Major Incident State is Proposed, this will send emails on every update and if the Major incident state is proposed.

 

You can try changing the condition to Major Incident State 'Changes To' Proposed, this will make sure to trigger the email only when the Major Incident State changes to Proposed.

 

Regards,
Sunil

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SunilKumar_P
Giga Sage
In response to nameisnani

‎02-08-2024 09:05 AM

Hi @nameisnani, Users with major_incident_manger role will have the ability to create the Major Incident Candidate (State in Proposed) directly, so if you want the notification to be triggered in this scenario, you may need to have 'inserted' checked.

 

Regards,
Sunil

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