Worknotes are populated twice and 2 emails are sent to resolver after incident is re-open

[Community Alums]

Incident woknotes are being populated twice in the notes tab and 2 emails are sent with the notification that was set: 

"The caller did not feel that this issue was resolved".
I was able to stop this notification to be sent when I ticked off the option in the notification "send to event creator".
Now this was applied on DEV, and I did the same in PROD but it is not working. 
I know that this was not the best solution, because all it did was stop the notification to be sent at all.

What do you suggest? I have done some investigation and I know that the email event is triggered twice by the same engine, but the email sys ID are different altough they are exactly the same notification sent to the resolver.
I also tried looking up in the OOTB business rules but I couldn't find anything related to this.
Am I missing something? Can someone please help me narrow down this issue?
If you need any more info I can provide it to you. 

Thanks in advance!

[Dr Atul G- LNG]

Hi @Community Alums 

Please check all notification defined on this table. I am sure 2 emails has same (may be done via insert and stay). or check the flow / workflow as well.

[Community Alums]

Hello @Dr Atul G- LNG,
There is not a duplicate notification set up for this. The emails are being processed by the same notification "Incident worknoted for ITIL" which is an OOTB notification. I have checked BR in the incident table to see if it was being replicated somewhere with a curren.update, but I didn't find anything. I have also checked flows and nothing is related to this email notification. Is there anything else I can check? 

[Dr Atul G- LNG]

Hi @Community Alums 

I think there is no other place to check and as it is very instance specific, so better log a case with HI support team.