Multiple event notification is triggred.

[ca support]

Hi Team,

We have configured a Site-defined Condition Macro for the status: Pending Resolution Confirmation. Along with that, we created multiple Notification Macros, an Event, and attached the condition to the Event. This Event is then linked to the "Update Status" Activity Notification.

Problem:

When a ticket is created, and we move through the following status workflow:
Open → Acknowledge → Assignee → Work In Progress → Pending Resolution Confirmation,
the Event gets triggered multiple times and we receive four email notifications instead of just one.

We want to trigger only a single email notification:

• When the status changes to Pending Resolution Confirmation

• With a delay of one hour

Additional Notes:

• The Event is not able to attache into the Service Type becuse The Event & Trigger is set to "Stop" within the Pending Resolution Confirmation condition status.

Request:

Could you please help us configure this in a way that ensures:

• The Event triggers only once when the status becomes Pending Resolution Confirmation

• The email is sent after a one-hour delay

Any guidance or workaround would be greatly appreciated.

Thanks in advance!

Attachment(s)

Notification.docx   454 KB 1 version

[Cristi Mitrana]

I think the Condition Macro should test the status and not the status_prev attribute for the I/R/P.