Why mails are triggering even the conditions are not met ??

[shabbir5]

Hi All, 

Our customers are receiving notifications even the conditions are not met 

actually notification is having condition as "work notes changes"

and the incidents are already closed , and there is no activity related to work notes on incident 

but still users are receiving the notifications

can someone please help how to fix this

Thank you

[Nilesh Pol]

@shabbir5 

Ensure that the notification conditions are correctly defined. If the notification is triggering based on changes to the work notes, make sure the condition checks whether the incident is still open.

Modify the notification's condition to check the state of the incident and ensure the notification only triggers if the incident is not closed. For example:

• Condition could be: State != Closed

Sometimes, a Business Rule could be modifying or affecting the notification process. For example, a Business Rule might be firing and sending notifications based on changes that aren't directly linked to the notification's original conditions. Review the Business Rules for incidents, especially those that are running on the Incident table.

Finally, TEST Notification with various scenarios to ensure notifications are sent appropriately.