User and her entire team noticed 7 separate emails being send after an ticket is updated

[SrinivasuSa]

Hi Community,

User has below concern :

User Walczak, Edyta (contracted) and her entire team noticed 7 separate emails being send after an ticket is updated. Some of those emails are duplicates, some of them are Polish, some of them are English. Kindly please assist user with setting up their notification settings so they wouldn't receive repeating information.

Please review and advise where the issue is and how to fix it? 

Thanks & Regards,

Srinivasu S

[Itallo Brandão]

Hi SrinivasuSa,

Based on the screenshots provided, the issue is caused by the "Record Updated" trigger on the RITM notification reacting to the updates from the child Catalog Tasks.

Root Cause Analysis:

1. Correlation: You have 7 Catalog Tasks listed, and the user received a burst of roughly 7 emails around the same time (13:46).

2. The Trigger: The notification is configured to send when the Record is inserted or updated.

3. The Behavior: When a Catalog Task is closed, it often triggers an update on the parent RITM (via Business Rules or Workflow). Even though your condition says "Approval changes to Approved", frequent updates during the workflow processing can sometimes re-trigger notifications if the condition evaluation is complex or if there are conflicting Business Rules forcing updates on the RITM.

4. Multiple Languages: The fact that the user receives mixed Polish and English emails indicates there are likely two separate Notification records active (one for each language), both firing simultaneously on these updates.

Solution (Best Practice): To guarantee the email is sent only once (when approval happens) and not when tasks are closed, you should switch to an Event-based trigger.

1. Create an Event: Go to Event Registry and create a new event (e.g., request.approval.notification).

2. Update Workflow/Flow: In your workflow, add a "Create Event" activity immediately after the Approval Action is successful.

3. Update Notification:

   • Change Send when to Event is fired.

   • Select your new event.

   • Uncheck "Inserted" and "Updated".
     
     

This ensures the email is decoupled from the RITM updates and only fires when the workflow explicitly says so.

Hope this helps!

[Shaik Dimple]

Hi @SrinivasuSa 

The notification is firing multiple times because it is set to send on record Updated for the RITM. Each catalog task update triggers an update on the RITM. So the email is sent multiple times.

Solution: Do not send the notification on record update. Instead, trigger it from the flow by creating an Event Registry record and firing that event in the flow. This way, the notification is sent only once when the approval completes.

Thanks,

Dimple Shaik