Avoiding Duplicate Notifications When "Assigned To" and "Requester" Are the Same User

[KhushbooR]

Hello everyone,

I’ve encountered an issue with a notification I created in ServiceNow. The notification is sent to both the "Assigned To" and "Requester" fields. However, when these two fields contain the same user, it results in duplicate notifications being sent to that user.

Is there an out-of-the-box (OOB) solution to prevent this from happening?

Thank you in advance for your assistance!

Best regards,

Khushboo

[Dr Atul G- LNG]

Hi @KhushbooR 

Is any reason what assigned to is same as requested for?

[KhushbooR]

Hello @Dr Atul G- LNG 

The use case is designed in such a way that the requester and the assignee might be the same user.

For example, suppose I want to create an idea for a sprint to improve or add something in ServiceNow. In this scenario, I might end up developing the idea myself, making the requester and the assignee the same user.

Thank you!

Best regards,

[Dr Atul G- LNG]

Hi @KhushbooR 

Thanks for clarification. As far as I knwo there is no OOTB way to stop this, as these are 2 different field and if need to do , then build a logic via script and that will increase the technical debt.

[Robbie · Accepted solution]

Hi @KhushbooR,

This can easily be resolved by leveraging something that's not well advertised when it comes to notifications - the 'Weight' column. This is defaulted to 0 which essentially means the notification is always sent, however, when a weight is assigned, the notification with the highest weight is sent but only if the generated emails that are being compared have the same recipients and target table.

Check the below link for further details.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

Email weighting:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829694