How to stop duplicate or continuous notifications in SharePoint Online
Applies To: SharePoint Online
Description: We have the Crow Canyon Email Sync App that helps in creating the tickets when an email is reached to a mailbox. we need to configure the Email Sync Setting in this app to achieve this functionality. Please refer https://www.crowcanyon.info/nitro/appmanual_v2/configuring-email-sync.html for more details in configuring the Email Sync Setting in our application.
Possible cause of the infinite loop of tickets creation and auto notifications:
If the email account configured in Email Sync settings is used as the “From Address” in our application, auto notification settings or Workflow Manager Send Mail action settings then it is possible that if any recipient is out of office then the email sync setting account reieives that out of office email from the recipient. That creates a ticket and that initiate the auto notification to the requester (out of office account) which repeats the process of infinite loop of tickets creation.
Possible cause of duplicate tickets creation:
If the account used in Crow Canyon Email Sync settings is used as Requester, Assigned Staff etc. that leads to the auto notifications then that creates a ticket if the mail does not have the case id syntax.
I. Make sure we are not using Email Sync settings account in anywhere in the application or recipients in the below configurations
A. Crow Canyon Workflow manager: (Send Mail Actions)
Go to Application Administration –> Crow Canyon NITRO Apps –> Crow Canyon Nitro Workflows App –> edit each worklow and edit each Send Mail Actions and make sure the account configured in Email Sync settings is not used in recipients (See sample screenshot below)
B. Crow Canyon Advanced Email
Please go to Site Contents –> Tickets list –> Click on Crow Canyon Email Settings and do not specify the email sync setting address in the recipients (See sample screenshot below)
C.Notifications Utility: Do not add the Email Sync setting Mailbox address in “Notify Staff” column in all the notifications (Application Administration –> Notifications)
II. Always configure “Never Send to” in the Send Mail Action in Workflow Manager workflows
D. Crow Canyon Email Sync Filters
If we 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, we can add the filter conditions in our Email Sync setting to restrict the ticket creation for automatic replies from the requesters. (See sample screenshot below)