Duplicate emails are getting triggered when RITM is closed
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03-26-2025 08:20 AM
Hi Everyone,
When RITM is closed complete Duplicate emails are triggering of same type. I have searched multiple sites but could not found the resolution. I found the KB article.
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863677
My issue is mentioned as same in KB article from point 1 to point 4. How could i resolve this issue. Can anyone help me on this issue.
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03-26-2025 09:23 AM
Hi @SaiA
Change the condition like State changes to Closed Complete or State changes to Closed Incomplete
Thanks,
Swathi
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04-02-2025 09:51 AM
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03-26-2025 09:12 AM
Couple of things that i would suggest at the moment are:
- Check the logs (related list) of the email which has triggered twice or more, scroll at the bottom and see how many notifications were processed.
- Check if you have any other emails which are configured to be triggered on "Closed Complete" or "Closed Incomplete" or has a combination of Route reason & state as the conditions.
