Re: Mail triggerig twice (318 Views)
Reply
Respected Contributor
Praveen_V
Posts: 353
Registered: ‎10-11-2011
Message 1 of 6 (378 Views)
Accepted Solution

Mail triggerig twice

Hi Experts..,

 

I have a issue when the assignee is changed a mail should trigger , but 2 mails are triggering instead of one .

 

but other notification are triggerd only once [scmapi also only one instance is running], i also cross checked notification and macros ....

 

there is only one condition .. its really strange please anyone can help me over here.

 

Regards

Praveen

--
Say " Cheers! " by clicking Kudos Star on the left .
Esteemed Contributor
Kelalek2
Posts: 193
Registered: ‎08-05-2011
Message 2 of 6 (372 Views)

Re: Mail triggerig twice

What are the
- SM version
- ticket type
- notification name & its condition?
Respected Contributor
Praveen_V
Posts: 353
Registered: ‎10-11-2011
Message 3 of 6 (346 Views)

Re: Mail triggerig twice

Hi

 

- SM version - SM 9.30.021


- ticket type- Incident


- notification name & its condition?- IM update & cond is company in $L.file="XYZ" and not same(assignee.name in $L.file.save, assignee.name in $L.file)

 

Regards

Praveen

--
Say " Cheers! " by clicking Kudos Star on the left .
Respected Contributor
Praveen_V
Posts: 353
Registered: ‎10-11-2011
Message 4 of 6 (337 Views)

Re: Mail triggerig twice

Hi Experts ..,

 

Need your help on urgent basis ..

 

I think the issue is not only for IM update .......

 

 

1)  IM open notification is not working for both msg and email .

I tried to create a new notification then also its not working gave condition has true ... tried everything

 

 2) IM update notification is sending 2 emails ..

 

Really strange one notification is not working and other notification is sending duplicate email :(

 

Regards

Praveen V

--
Say " Cheers! " by clicking Kudos Star on the left .
Honored Contributor
Jacob Heubner
Posts: 4,177
Registered: ‎07-21-2008
Message 5 of 6 (325 Views)

Re: Mail triggerig twice

[ Edited ]

First, let's assume you didn't modify the OOB Process record that gets used when you open a new Incident or update an existing Incident, so that the standard Processes are getting called and not a custom Process that may be calling your notification engine more than once.

 

Second - when something breaks, go back to the last time it was working. OOB, notifications are triggered correctly on IM Open and IM Update. If this has stopped working for you, what customizations have you made to the tool? When was the last time it was working correctly, and what did you change since then?

 

Third - please grab screenshots of the IM Open and IM Update notification records. Make sure that you include ALL notification records with those NAMES - not the 'IM Open_1' ID and 'IM Update_1' ID. If you are performing an in-place upgrade of HPSM, the upgrade creates new notification records with the same name and different IDs, but the add and update Processes call the notification definitions by name.

 

Fourth - check to see if any Macros have been created on the probsummary table that trigger notifications.

 

We'll start there, but, as always, YOU are the person most qualified in the world to determine what broke, because you know what you've done, and you're there to see what is in front of you. We'll advise as best as we can, but you're the person in the best position to solve this issue.

Respected Contributor
Praveen_V
Posts: 353
Registered: ‎10-11-2011
Message 6 of 6 (318 Views)

Re: Mail triggerig twice

Hi Jacob..,

 

Thanks a lot for the advice really appreciate it ...

 

The issue got resolved .. After checking all the configuration came to know the issue was with the trigger

trigger.probsummary.post.edit...

 

This application which needs to be called in After add was misssing .. and same application was called twice in the After update ...

 

Regards

Praveen V

--
Say " Cheers! " by clicking Kudos Star on the left .
The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.