Notification (E-mail) triggering twice

[Nandhinisri]

A outbound notification configured in HD2HD structured email scope is triggering twice in the case table when the status of the incident task is complete successful. The image of the condition configured and notification triggered is attached below. In other state of the incident task like at customer, the notification is triggered only once.

Thanks in advance

[Hemanth M1 · Accepted solution]

Hi @Nandhinisri ,

Can you check if any other updates happening on the record right after status changes to "Complete Sucessful", If you look at the email sent time stamp its few seconds.

Add a another condition to the notification as "Progress state changes"

So you condtion now is

1)Incident.channel is HH2HD

2)Progress State changes

3)Progress State is one of At Customer or Complete Sucessful.

Hope this helps!!!

[Nandhinisri]

Awesome! It works. Thanks much

[SwathiPedireddy]

Hi @Nandhinisri 

If the Progress status is changing to complete-successful on clicking UI Action, check is there any current.update() in the UI Action. This may trigger notification twice or check any other business rules related to this table has current.update() and try to avoid using current.update() in BR or UI Action.

Thanks,

Swathi