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Multiple e-mails

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Neil_Walker
Super Collector

Multiple e-mails

Hi

We have a rule setup within SD that e-mails the workgroup owner when a service call is 3 hours from it's deadline. The rule is set to only execute once but for some calls we receive multiple mail alerts. I've found that the number of alerts corresponds to the number of entries in the Information History field.

Does anyone know how to get around this problem so only 1 mail is sent out per call? for info, we have other mail alerts within the system that work fine.

Many thanks

Neil
10 REPLIES
Gyula Matics_1
Honored Contributor

Re: Multiple e-mails

please post your rule.
Neil_Walker
Super Collector

Re: Multiple e-mails

Here you go....

Email to Group Owner 3 hours from deadline" When service call is created or modified
where NOT (Status equals InformedORClosed, Schedule the validation of this condition at 3 hours Before Deadline, Only execute once)
AND Impact equals 1 User

Thanks again
JaS_4
Honored Contributor

Re: Multiple e-mails

If you are on service pack 7 and older, this could be due to known problem, ITSM006436 where the db rules fires more than once.
Neil_Walker
Super Collector

Re: Multiple e-mails

No, we're on SP15.
Marc Hummel
Frequent Visitor

Re: Multiple e-mails

Neil, in the rule check to see where the checkbox 'evaluate this rule when this field has been changed' this is what is causing the action to run multiple times, which field are you basing the rule on? That's where I'd start looking.
hth
Wounds heel, Pain fades... chix dig scar's, oh and everybody WangChung.
Neil_Walker
Super Collector

Re: Multiple e-mails

Marc, no joy I'm afraid, that box isn't selected. The rule is set to trigger 3 hours before deadline only. Thanks anyway.
Ruth Porter
Honored Contributor

Re: Multiple e-mails

Hi Neil,

Can you post a screen shot of your rule and perhaps inspiration may strike.

Regards

Ruth

PS it would be nice if you gave some points
http://www.teamultra.net
Neil_Walker
Super Collector

Re: Multiple e-mails

Hi Ruth

Not sure how to get a screenshot with it being so big so here it is cut & pasted...

When service call is created or modified
where NOT (Status equals InformedORClosed, Schedule the validation of this condition at 3 hours Before Deadline, Only execute once)
AND Impact equals 1 User
4 Email to Group Owner 3 hours from deadline (Send e-mail message) , Send to: [Assignment;To workgroup;Group Owner;E-mail], Subject: Service Call [ID] is 3 hours from deadline, Message: Service Call [ID] is now 3 hours from deadline.

[Caller;Full name;First name] [Caller;Full name;Last name]
[Description]

Sorry about the points thing everyone, I'm new to this!

Thanks

Neil
Ruth Porter
Honored Contributor
Solution

Re: Multiple e-mails

Hi Neil,

On the condition:
"AND Impact equals 1 User"
do you have the "only execute ..." box ticked - in the summary you should see ana sterisk by impact if you have the box ticked.

Ensure you have it ticked and try again.

If you want to post a screen shot, just get the condition screen up, Alt+Printscreen then start MS word and ctrl+V. Save the document and attach to the posting.

Hope this helps

Ruth
http://www.teamultra.net
Neil_Walker
Super Collector

Re: Multiple e-mails

As Always Ruth, you are an absolute star!!!

This is now running perfectly.

Thanks

Neil
//Add this to "OnDomLoad" event