Duplicate and Inconsistent Email Notifications for "New Comment Posted"

[HidetakaA]

Hello,

I am experiencing issues with email notifications titled "New comment posted" and would like to ask for your guidance.

1. Duplicate email notifications for status changes
When an update includes a status change, the same notification email is sometimes sent (received) twice under the subject "New comment posted".

2. Inconsistent email notification behavior
Even for updates classified under the same "New comment posted" category, there is inconsistent behavior:

• Some updates trigger an email notification
• Some updates do not trigger an email notification

After reviewing the activity log, it appears that activities recorded by the system user tend not to trigger email notifications.

Has anyone experienced similar behavior or can provide insight into the possible cause?

Thank you in advance.

[Ankur Bawiskar]

@HidetakaA 

is the record getting updated 2 times?

[Tanushree Maiti]

Hi @HidetakaA 

Validate condition in your BR, flow, scheduled job  when the notification is getting triggered.

Probable cause:

1. Duplicate emails are often caused by custom Business Rules that trigger event-based notifications, in addition to the out-of-the-box (OOTB) comment notification.

Refer: KB0680590 Duplicate email notifications are sent for a Change Request due to custom Business Rules 

2. When you update work notes multiple times in quick succession, duplicate notifications with identical content may be sent to the assigned user.

Refer: KB2282164 How to prevent duplicate notifications when updating work notes 

2.