Why did an email notification generate three times?

[NathanHaywood]

Hello,

The same email notification generated three times from a RITM. The RITM and SCTask was created and then quickly reassigned to a different resolver group which triggers an email notification - show below (for SCTasks): 

I found this KA: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0863677 but I can't see List view in the History. And also the KA seems to abruptly stop without really giving a resolution? I also read that because the notification conditions have 'Updated' and 'Inserted' ticked, it'll duplicate the notifications as the record has just been created and updated together? 

See below for emails generated:

Please let me know if there are any solutions for this duplication.

Many thanks in advance.

[AnveshKumar M]

Hi @NathanHaywood 

You are not be able to see the History -> List if Auditing is not enabled for the table.

You need to update the trigger conditions to prevent these multiple Notifications. You may create a notification for Insert and a different one for Update.

Let me know if you need more help.

[Dr Atul G- LNG]

Hi @NathanHaywood 

Greetings!!

The first point is the trigger condition is in both Insert and update , so you need to update that.

2. You need  to enable the History list for audit.