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Title
Email notifications on service desk are duplicated -
Description
Duplicate Emails with HelpDesk ticket updates . Email 1 is a copy of the email the submitter made to the K1000. Email 2 is the "Ticket was updated" email from the KACE -
Cause
The email on events options are duplicated .
On the following image the options are duplicated with "Any change enabled "
The config should be as the following avoiding duplicated options :
1) Only with "any change option enabled :
2) Choosing the alerts you need to be sent without "any change" option enabled :
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Resolution
This issue has been resolved by upgrading the K1000 server to 6.4 SP1. Please see this link: https://support.quest.com/download-install-detail/6061428
Go to Service Desk | Configuration | Queues and choose the queue. Then find the "Email on Events"
Disable the any change option or disable the rest of the options depending on the need have the "Any change" option is enabled.
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Defect ID
K1-18177, K1-18175 -
Additional Information
K1-18177 and K1-18175 have been resolved