Repeated incident request notifications

Anthony_Brzozowski

I'm having a weird issue with my Service Manager 2012 environment. Whenever someone puts in a ticket on the portal the affected user is getting duplicate notifications that the incident has been updated. I'm not sure why it's happening and how to stop it. Any ideas?

Conner_Wood

It's possible the incident ticket is getting updated by the workflow account after a change (you can verify via history log), which then means 2 changes.... which then potentially means 2 email notifications.  Navigate to your Administration > Workflows > Configuration > Incident Event Workflow Configuration > Check that each of your Update Events has Event Criteria that would prevent a duplicate message from sending out.

That's my idea.

James_Atance

Sounds silly but have you checked that you dont have duplicate subscriptions, or using a subscription and a Workflow to do the same thing?

Anthony_Brzozowski

James_Atance said:

Sounds silly but have you checked that you dont have duplicate subscriptions, or using a subscription and a Workflow to do the same thing?

Thanks for your response but no I don't see any duplicate subscriptions or workflows.

Conner_Wood

It's possible the incident ticket is getting updated by the workflow account after a change (you can verify via history log), which then means 2 changes.... which then potentially means 2 email notifications.  Navigate to your Administration > Workflows > Configuration > Incident Event Workflow Configuration > Check that each of your Update Events has Event Criteria that would prevent a duplicate message from sending out.

That's my idea.