How to stop duplicate or continuous notifications in SharePoint Online
Applies To: SharePoint Online
Description: When you have the Crow Canyon Email Sync enabled for creating Tickets in our IT or Work Orders applications, you may sometimes experience an issue where the system sends out multiple emails and/or creates multiple tickets for the same email. The below scenarios describe how to fix this situation.
To learn more about setting up the Email Sync tool, please click here:
Possible cause of the infinite loop of ticket creation and auto notification:
If the email account configured in Email Sync settings (as defined in the “Connection Settings for Microsoft Exchange Server” section from the above link) is used as the “From Address” in either the auto notification settings (under Notifications in Application Administration) or in any Workflow Manager Send Mail action then it is possible that this could create an infinite loop. As an example, if any recipient of the notification is out of office then the mailbox set up in the Email Sync settings will also receive that email. This in turn creates a new ticket, which sends a new email to the out-of-office recipient, etc.
Possible cause of duplicate ticket creation:
If the account used in Crow Canyon Email Sync settings is used as the Requester, Assigned Staff, or any other field that will get a notification that then leads to the auto notification. Which in turn then creates a new ticket if the mail does not have the [CaseId: (ID)] syntax.
How to fix this:
- Check the below configurations to see if you have any settings that refer to the mailbox/account set up in the Email Sync Settings
A. Crow Canyon Workflow manager: (Send Mail Actions)
Go to Application Administration –> Crow Canyon NITRO Apps –> Crow Canyon NITRO Workflows App –> edit each workflow and edit each Send Mail Action to make sure the account configured in Email Sync settings is not used in any recipient field (See sample screenshot below):
B. Crow Canyon Advanced Email
Go to Site Contents –> Tickets list –> List Settings –> Crow Canyon Email Settings and check if the Email Sync mailbox/account is added as a recipient. See sample screenshot below:
C. Notifications Utility: Go to Application Administration –> Notifications. Make sure the Email Sync mailbox/account is absent from the Notify Staff field:
2. Always configure “Never Send to” in the Send Mail Action in Workflow Manager workflows to specify the Email Sync mailbox/account:
3. Crow Canyon Email Sync Filters
If you use the email account used in Crow Canyon Email Settings as “From Address” in Crow Canyon application outgoing email settings, we need to make sure that the out of office mails are filtered from creating duplicate tickets in Crow Canyon Email Sync settings. Otherwise, when a ticket is created for a user as requester, that user receives auto notification and if that user is out office then out office mail comes to mailbox configured in email sync settings and that creates another ticket and this loop repeats.
To prevent this, add a filter condition to restrict creating tickets from automatic replies. See sample screenshot below: