Notification keeps triggering even when condition is not met

[edosky]

Hi Everyone,

We have an email notification with the condition as seen on the screenshot, we are currently experiencing an issue where this email keeps on getting triggered and sent out whenever there are updates on state of the ticket (in progress to on hold for example), even when the assignment group was not updated or reassigned, unfortunately we are unable to replicate the behaviour on any of our other lower environments.

Tried script tracer, and it shows an update to assignment group, while BR log shows that it does not trigger the OOB BR "reassignment counter". Unable to see any flows in the flow context that is connected to the incident.

Hoping to hear some insights, thanks.

[Ankur Bawiskar]

@edosky 

definitely some update is causing that email to trigger.

did you check the history calendar for that record if that table is audited?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[edosky]

The notification record hasn't been updated, audits on the incident records does not show changes in assignment group either. 

[Ankur Bawiskar]

@edosky 

you will have to continue debugging or raise a case with ServiceNow.

[Chaitanya ILCR]

HI @edosky ,

that should not suppose to happen. as per you condition it should only trigger when the assignment group changes

check if there any Assignment rules or any other functionality updating the group

Please mark my answer as helpful/correct if it resolves your query.

Regards,
Chaitanya