Duplicate Incident Comment Notifications

[Jesse_H]

I'm working on getting MS Teams set up in our Dev environment (San Diego).

Any ideas why the Business Rule "MS Teams: Send comment to caller" is being triggered twice whenever I add an Additional Comment to an incident? 

I've made sure there are no duplicate provider notifications but as you'll see this is an actionable notification and if I disable the Send comment to caller BR everything is fine. This BR is OOB. If you go to the actual incident it's not duplicating the comments, as expected, it's just something going on with teams notifications and only when commenting on an incident. I confirmed commenting on something like RITM does not do this:

Thanks,

Jesse

[Jesse_H · Accepted solution]

Gah! Discovered a co-worker has a business rule that populates the description field with the latest journal entries on update or insert because we're wanting to look into predictive intelligence I thought looking at the description field (with all comments, close notes, etc.) would be best for future ticket auto-assignment.

Disabling this BR resolved the issue.

[akash pawar]

Hello @Jesse_H,

I'm working on MS Teams notification Test environment (Vancouver) Instance.

Currently, we are facing same issues for MS Teams: Send comment to Requested_for BR it trigger twice when adding comments to RITM.

Can Anyone help me with these?

[Jesse_H]

Check the activity history for your test RITM and all the business rules that run on that table. Something must be making an additional update to trigger that BR twice. For me, someone had a custom business rule that fired at the same time on insert/update for the sys_journal_field table (comments) which was the issue.