Prevent Same Notification Triggering from Double Update Count

[ctsmith]

I have a notification that is sending out a duplicate email every time the caller sends in an email.

There is the native inbound rule that looks for incoming emails and matches it to the incident and updates the activity log with "Email Received."

That's 1 update count.

Then there is a custom Inbound Action that takes the same email, parses some of it out, and adds it to the activity log as "Additional Comments."

That's the second update count.

Both of these updates occur within seconds.

Then, there is a notification that is triggered to the Assigned to based on the baseline BR with incident.comment event with the condition that comments have changed.

But, the BR seems to see those two updates and fires that incident.comment event twice, thus triggering the same email twice.

Any thoughts on how to prevent this?

Thanks! 

[ctsmith]

Well, my idea was a fail.

Could this be a bug?

Yes, the business rule is looking for an update and the update occurs twice.  BUT! To trigger the event, it's further looking for an additional comment to change and that only happens once.

[Plissken]

Hey ctmath2,

Make sure you use the "weight" field on the notification. If there is two outbound emails queued up to the same person and the same record then one is ignored. Check THIS out.

Hope that helps

[ctsmith]

I thought the weight only applied to different notifications, not the same notification firing twice?

[ctsmith · Accepted solution]

Well, it turns it out it was custom BR in a scoped application that had current.update() that was triggering the duplicate updates that was causing more problems than just this notification.  This application wasn't needed at all so I ripped off the bandaid and uninstalled the cursed thing.  Lots of problems solved!

Thanks for the help, all!

[Plissken]

Well done for finding that ctmath! Yep, using those update() function in a before BR can cause those issues eh.