Repeated incident request notifications

Anthony_Brzozowski · August 2017

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 · December 2017

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 · August 2017

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 · August 2017

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 · December 2017

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.

Repeated incident request notifications

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Repeated incident request notifications

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