Notification keeps triggering even when condition is not met

edosky
Tera Expert

 

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.

 

2 REPLIES 2

Ankur Bawiskar
Tera Patron
Tera Patron

@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.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Chaitanya ILCR
Kilo Patron

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