Duplicate emails are triggered for Request Item Closure

[Thanu P]

We have built one catalog item, and for that catalog item we have created the custom notification, when ever the RITM gets closed, the closure email will trigger to opened by and Requested for.

Here the duplicate emails are triggered from sc_request table. We have observed that if RITM gets closed, Request is also closed and the OOTB notification is also triggered from sc_request table. We have checked different conditions in When to Run, unfortunately we have not found the answer to block sc_request notification for that specific catalog item RITM closure notification, any help much be appreciated.

[RaghavSh]

Are both duplicate emails from sc_request table? if yes you can increase the weight of your custom notification to 100.

You can also share screenshots of both notification conditions here.

[Community Alums]

Hi @Thanu P ,

It could be a business rule that has current.update() in it. Check your before/after business rules on the sc_req_item table for current.update().

[Harish Kota · Accepted solution]

Hi @Thanu P 

Please use the below script in the sc_request closure notification 'Advanced condition'

var gr = new GlideRecord('sc_req_item');
gr.addQuery('request', current.sys_id);
gr.addQuery('cat_item', 'sys_id'); //sys_id of your catalog item
gr.query();

if (gr.next()) {
answer = false;
} else {
answer = true;
}

Thanks,

Harish

If the solution works for you, please hit like or Accept as the Solution.

[Thanu P]

Hi Harish,

Thank you very much, your solution worked for us.

I thought we need to create business rules/events are some other conditions, but your solution works for us with out business rules and events.