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.

[Bhuvan]

@edosky 

Can you check if there is any Business Rule or Flow or Script that is setting the field values of Assignment Group again on the record ?

If assignment group is updated with same value [newValue=oldValue], it will not increase reassignment counter and developer might have create a stale code that is setting this behaviour.

Enable debug and try to simulate the scenario of state change and capture what is causing this behavior and you can get the cause of the issue.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan