User is receiving the email notification even though the user is being removed from the watch list

[shubhi211]

Hi team,

There is one incident where the person X was there in the watch list but after some time, when the person is removed from the incident watch list, still the person is receiving the email notification from the incident. What should be done or checked so that the email should not be tiggered to him

[Anubhav24 · Accepted solution]

Hi @shubhi211 ,

Can you check the under the notification definition whom to send list and see if somehow the intended user is receiving notifications due to the whom to send users defined on notification definition.

[Dr Atul G- LNG · Accepted solution]

Hi @shubhi211 

Try to do cache.do

and then see for next record is user is still getting email? 

[Anubhav24 · Accepted solution]

Hi @shubhi211 ,

So does that X person is caller  or has that user opened the incident? If yes then then that person will receive the notification even if you remove that user from watchlist as that user is added from notification definition through caller and opened by field.

[Anubhav24 · Accepted solution]

Hi @shubhi211 ,

Can you check the under the notification definition whom to send list and see if somehow the intended user is receiving notifications due to the whom to send users defined on notification definition.

[shubhi211]

Could you please tell what should be done now?

[Dr Atul G- LNG · Accepted solution]

Hi @shubhi211 

Try to do cache.do

and then see for next record is user is still getting email? 

[Anubhav24 · Accepted solution]

Hi @shubhi211 ,

So does that X person is caller  or has that user opened the incident? If yes then then that person will receive the notification even if you remove that user from watchlist as that user is added from notification definition through caller and opened by field.