Notifications - Mail sent twice

[Christophe]

I created an email notification so that when a case on a specific account gets an update, and the case has not a certain status, a mail is sent to the customer. The only problem is that the mail is sent twice.

[Christophe]

Tank you very much Richard. I was looking at the Incident. When I look ate the case, I see indeed that an extra entry is created that says an email has been sent, which of course triggers the notification again.

[Christophe]

Is there a way I can avoid the entry in the case? The "email sent" of course.

[Richard P]

1. Check to see if you have created two identical cases on the sn_customerservice_case table.

2. also check on your condition filter...is that account is xxxxxxxxxxxxxxx AND state is not one of....

or is it an OR....I suspect you need it to be an AND...just in case. (without knowing your intent)

[Christophe]

I now know what is causing the double mails. I just want to now how I can avoid that the system is putting an update in the case, saying that a mail has been sent.

[nayanawadhiya1 · Accepted solution]

This is not a system updated message. That message doesn't responsible for triggering email twice.

Right Click on Case Header then goto the History and check updates logs at same time with same state.