Customer is getting 20 notifications every day , how doe stop that?

[ManikantaMSR]

story: A customer is receiving everyday 20 notifications and provided with a incident number and asked to stop it how do we deal with that ?

[Marium_07]

Hi @ManikantaMSR,

Steps to Handle the Issue

1. Verify the Incident and Notifications

• Check the incident number provided by the customer.

• Confirm if all 20+ notifications are related to that same incident or multiple ones.

2. Review Notification Rules

• Go to the notification definition.

• Check the conditions , for example, is the notification set to fire on every update?

• If yes, consider adjusting the condition to send only when specific fields change (e.g., state changes, assignment changes).

3. Check Incident Update Sources

• Look at the incident’s activity log.

• If you see too many updates (from integrations, monitoring tools, or automation), that explains the repeated notifications.

• Work with the respective integration/monitoring team if an external system is flooding updates.

[Marium_07]

Hi @ManikantaMSR,

Steps to Handle the Issue

1. Verify the Incident and Notifications

• Check the incident number provided by the customer.

• Confirm if all 20+ notifications are related to that same incident or multiple ones.

2. Review Notification Rules

• Go to the notification definition.

• Check the conditions,for example, is the notification set to fire on every update?

• If yes, consider adjusting the condition to send only when specific fields change (e.g., state changes, assignment changes).

3. Check Incident Update Sources

• Look at the incident’s activity log.

• If you see too many updates (from integrations, monitoring tools, or automation), that explains the repeated notifications.

• Work with the respective integration/monitoring team if an external system is flooding updates.