Email Notifications are triggering twice

[pramodkumar]

Hello Everyone

I had a requirement to sent email notification once SLA is breached for incident. I need a delay of 30 mins after SLA is breached to send notification. I am achieving it via business rule. I am using gs.eventQueueSchedule in business rule. My condition in business rule is has breached is true and sla definition is my SLA. I had a log statement in business rule and for some reason BR is triggering twice. So same email is sent twice at a time.

Can some one help me on this issue.

Thanks!

[Susan Britt]

When is your Business Rule set to run?   It is most likely due to the when or code in your Business Rule.

[pramodkumar]

Condition in Business Rule is

has breached changes to true and

Sla definition is MY SLA Definition

Code in BR will have a delay time and gs.eventQueueScheduled

Thanks!

[gerritkuilder]

Hi Pramod,

what could be happening is that somehow that BR is triggered twice. If you have auditing on the the records triggering the BR you could maybe see what is causing it.

However, there might be a simpler solution:

Check the weight of the notification, if it is 0 the email will always be send, if you set the weight to a higher number (10/50/100), another Business Rule will kick in on the emails, which checks if the same email has already been send and will prevent a duplicate to be sent out.

The BR will not run if the notification/email weight is 0.

Let us know if this helps,

Kind Regards,

Gerrit Kuilder, Technical Lead Integrations EMEA

[pramodkumar]

Hi Gerrit,

Thanks for the reply.

As you mentioned about the notification weight, yes it is 0.

And also based on the logs from BR I can confirm that BR is triggered twice. So do you want me to increase the weight. I am little confused here

My condition `is:

has breached changes to true and

Sla definition is MY SLA Definition

So can you suggest any other condition

Thanks!