Two Emails and/or Hornbill Notification received to the User when AnalystCustomerUpdateRequestNotification is used

[Hiten]

Hi, 

We have an issue where the User gets two emails and/or Hornbill Notifications when a Customer replies to a Request and therefore generates an update. 

We have been through all the Settings and cannot find this anywhere (we call the default template in the Settings) and not other Template behaves like this. With regards to the Setting to change the way the update is sent, e.g. Both, None, Hornbill only, Email only.  This setting does produce the correct action, e.g. if set to None, we do not get anything, whilst Hornbill only, does give the alert.

Thanks, 

Hiten

[Hiten]

@Yodit

[Victor]

This is Service Manager specific. Moved to Home > Hornbill Platform and Applications > Service Manager

[Victor]

@Hiten any chance they are actually different emails that happen to use the same template making it appear that is a duplicate email?

[Hiten]

Hi @Victor thank you for the response, no we don't think think. We purposely made an "edit" in the Template to check for differences and the we get two email as described.

[Victor]

@Hiten ok, I understand. I would need to look at some examples to understand the issue better. Let's discuss this via a Private Message as it most likely need exchange of infor pertinent to your instance.

[Hiten]

Chasing back here as I have been getting no response on DM from @Victor @Yodit

Please advise,

Thanks!