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! 

[Michael Fry1]

Why do you need the first inbound actions if it's just updating the activity log with Email Received? Can't that be rolled into Inbound Action #2?

[ctsmith]

The first inbound action is the baseline one looking for the watermark and adding it to activity log.  It just simply adds an entry that the email has been received and then logs the email verbatim.

Inbound action 2 is a custom one that takes said email and adds the content from the email as an additional comment.  Then there's an outbound notification that looks for that additional comment and sends out the email. 

The issue is that sys_mod count treats the inbound actions as 2 updates, rightfully so, and the baseline BR for incident events that triggers on insert or update sees both of those updates and triggers the event twice.

Technically, it's not the same update and there is a condition on the event queue that should stop this, but for some reason it's not, perhaps because the updates happen so close to each other...

BR: incident events

if (current.operation() != 'insert' && current.comments.changes()) {
gs.eventQueue("incident.commented", current, gs.getUserID(), gs.getUserName());
}

[Michael Fry1]

Are you saying the second inbound action doesn't show in the activity log? Regardless you know the issue, is there anyway to blend these into one inbound action?

[ctsmith]

They do both show in the activity log.  One as "Email Received" and one as "Additional Comments."  

I'd rather not mess with the inbound actions.  One is the baseline one and the other was customized by an implementer that is less than optimal.

I have an idea that I want to try and see if it works...

Will update.