Duplicate HR Case Getting Created

[mdshahvez11]

Hello Everyone,

I’m facing an issue where a duplicate HR Case is being created automatically when a case is generated via an Inbound Email Action.

Here’s the scenario:

• A user sends an email.

• The Inbound Action processes the email and creates the expected HR Case (with subject, description, and correct assignment group).

• However, at the exact same timestamp, a second HR Case is created with:

  • No subject or description

  • Assignment group = some group we’re not using anywhere in our current logic

  • Created and Created by fields match exactly with the first case

I checked:

• Email logs – only the primary case is logged

• System logs – no useful entries for the second case
  
  Can Anyone suggest me on this , from where to configure this and which this is being getting triggered or created.
  
  
  

  

[mdshahvez11]

@Ankur Bawiskar 
None of the Inbound is OOTB.
But we have one Business Rule :


When to Run :

Action :  state 15 is for NEW

Advanced : 

What I think is , The BR , it should be setup updated not inserted ?

[Ankur Bawiskar]

@mdshahvez11 

you need to check with the developer who created this BR and what was the requirement at that time.

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

[GlideFather]

Hi @mdshahvez11,

please review whether there the Email Inbound Actions are not duplicated also.

It might have been caused by accident that there are two configurations doing the same thing in parallel.