users are geting continuos mails even the incident is closed

[shabbir5]

Hi All,

user are getting notications almost 10 times per day

and the notification have condition as work notes changes

incidents are closed in january

still users are getting this notification saying work notes added 

How to fix this 

@Ankur Bawiskar 

Thank you

[Dr Atul G- LNG]

Hi @shabbir5 

It looks like you need to check the email notification settings. Please review the conditions added there. Also, verify whether any work notes are actually added in the closed incident. Additionally, check if the Business Rule (BR) or job is running. If the issue persists, please log a Now Support case.

[Ankur Bawiskar]

@shabbir5 

Did you check any fix script or scheduled job updated those records?

Did you check which script is doing that?

The work notes are updated by system or by some user?

What debugging did you perform so far?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[shabbir5]

Hi @Ankur Bawiskar ,

incident already closed , and work notes are not updating but users getting the notification.

only one strange thing is , in the history of the incident , there are huge number of  records available with lable name as email and those are keep adding frequently

therefore users are still receiving the emails , please help us with your inputs

[vinay167]

Helllo Shabbir, can you share notification when to send here so i can help a look and can you a proper solution.