Mails are triger two times, when change the message status.

[Former Member]

Hi Experts,

Recently we implemented the Service desk. Mail trigered to creater as well as Support team when ticket created. but Support team change the status & mentioned some description & save, that time mail trigered, but without Description. When we checked in Transaction data in Action tab & come back, system ask to same message, when click on save, system will generate the new mail with description in same ticket.

Please help me on this.

Thanks in advance.

Regards,

Milin Javalkar

Edited by: Milin Javalkar on Sep 17, 2011 2:00 PM

Edited by: Milin Javalkar on Sep 17, 2011 2:00 PM

[S0007586158]

Hi,

Please check the action definition for this action[which triggers the mail when the support team edits the message] using the tocde SPPFCADM, check the Processing TIme in the action details tab.

Regards,

Sam

[Former Member]

Hi Sam,

I selected the Processing when saving Document. So please confirm the which option i have select.

Thanks,

Milin

[sumi_susan2]

Hi,

Can you please send the action log, this will help in identifying any duplicate action definitions ..

Regards,

Sam

[Former Member]

Hi ,

Check in Action definition for particular mail action, select below option.

Sort order for display:

Check on the check box schedule automatically for emails. And check mark on changeable in dialog and executable dialog has to be removed

Action Determination and Action Merging :

Action Merging: .MAx1.umprocessedaction for eachaction definition.

Now the Mails will in trigger in single time only.

Rg,

Karthik

[Former Member]

Hi Karthik,

Again i have facing the same problem.

Thanks & Regards,

Milin

[Former Member]

Try this,

Sort order for display:

Check on the check box schedule automatically for emails. unchecked the other option.

Action Determination and Action Merging :

Action Merging: .MAx1.unprocessed action for eachaction definition.

I am not in front of systems.

If still you get same issue. reply the option you selected in action definition and start condition.

Rg,

Karthik

[Former Member]

Thanks Karthik,

I have mentioned the Sort Order display & unchecked on changeable in Dialog.

Now only 1 mail trigered with description.

Thanks once again.

Thanks,

Milin