Hi All
I'm having what appears to be a common problem, although none of the solutions i've found via google-fu has helped me yet.
I have two email notifications configured that are both resulting in duplicate emails
the first is Incident commented for ITIL (notifies assigned to user that someone has made a comment on the job)
the second is Incident commented for ESS (notifies caller that a comment has been made on their job)
The main difference between the two is the 'who will receive' in the notification, and some minor template differences.
In both cases the following is true:
- email content is exactly the same
- email is fired from the relevant notification (not some other thing calling the email)
- emails are sent at exactly the same time
- one email is sent, the other is send-ignored
- notification is triggered via filter conditions (see screenshot below for example)
- disabling the notification results in no emails being sent (indicating that it is not 2 different sources calling the same notification)
- Comments are not being duplicated in the incident record (if i look at history i can see only one entry, it does not appear to be updating twice)
here is a screenshot of the notification filter conditions for the ITIL one:
and the email queue:
the audit history (offending comment highlighted, i've been testing so ignore the previous one - that also triggered 2)
