SLA breach notification sending duplicate emails

[Sam198]

Hi all,

I have below SLA notification set when an Incident has breached.

Table: Task SLA

Everything seems to be fine, however, it has sent two emails on the same time for the same INC for some reason, any tips?

Thanks.

[Michael Fry1]

But are the duplicate emails going to the same person? One should go to Assigned to, and one to Assigned to manager.

[Sam198]

They both identical email going to same two person - assigned to and assigned to manager. I will have to go through again the BRs and script includes, but in the meantime i have changed the weight of the notifiation so that if there is a script doing this then one should get ignored as the notification was weight '0' previously - this is until i can find the root cause.

[Michael Fry1 · Accepted solution]

I would look for an after business rule on the task_sla table.

[Sam198]

I will close this for now as i will need more digging..Thanks for you time and suggestions.

[Michael Fry1]

Just reply back when you get around to working on this again. Glad to help anytime.