On Ticket Update > Send Email Alert to User - Email is Dispatched Before Updates Finish?

I’m experimenting with using the rules engine to replace the standard ticket email notification functionality of IIQ. My goal is to support email threading/conversations for ticket update notifications, rather than use IIQ’s approach of dispatching separate emails for the same ticket.

This is working well for the most part. However it seems that Incident IQ is sometimes triggering the update rule and firing the “send email alert to user” action before the changes have actually been saved. Is this a known bug?

For example: I’ll change the status of the ticket and the email dispatches to all recipients as expected, but the ticket summary fields and comments in the email body don’t reflect the updates which triggered this in the first place. A subsequent update or comment will trigger another email which generally does end up showing the previous changes.

In this example:

I reply to a ticket with “test reply on behalf of”
IIQ responds with a email notification that does’t include the comment which triggered it
I reply again with “another reply”
IIQ responds with an email notification that includes the previous “test reply on behalf of” comment, but not the most recent comment

This is our On Ticket Update rule

And this is our On Ticket Create rule

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@LKnowles 1204319 sblsd Thank you for submitting your question to our community!

Our email updates are sent for each action. Do you have a screenshot of the email log?

Hi @Kathryn Carter! Yes I do - although it’s pretty long so I’ll just post a couple excerpts that demonstrates the problem. I’ve also attached the API response listing emails for the ticket here if it’s helpful: https://gist.github.com/lukeknowles/6affa1a5be2551798715c2de7e8dfdfb

*The email notification doesn’t reflect updates to the ticket for either recipient*

*Only the 2nd email notification reflects changes made to the ticket*

Thanks Luke. @Kathryn Carter and I are taking a look at this for you. We will keep you posted.

@LKnowles 1204319 sblsd I just met with our Support Team Lead, and he says to test this again; however, give more time in between replying to the emails and such.

Thank you for looking into this @svanassche_iiQ2 and @Kathryn Carter!

1. I’m seeing pretty consistent results with comment update notifications when I allow a couple minutes between replies

2. I think the unexpected behavior might be stemming from when multiple fields are updated at the same time or within a short time frame of each other.

For example in one instance where I commented on the ticket via the IIQ UI + selected Change to “Waiting on Requestor“:

The submitter received 2 duplicate emails - both with the expected changes
The agent received 1 email with the new comment, and a 2nd email with the status change.

Is there an issue with my update rule filter up that’s causing the duplicate emails? Or is it just that IIQ fires seperate update events for individual fields?

@LKnowles 1204319 sblsd So iiQ will automatically email the users with updates unless you have turned their email notifications off. I would try it without the rule in place. The when-updated rule trigger is for specific updates, not a general update.

@Kathryn Carter Ahh okay that makes sense. In that case this probably won’t work for what I was hoping. Thanks for your help!

@LKnowles 1204319 sblsd If you remove the rule, let me know how it works for you!

@Kathryn Carter I disabled our custom rules and re-enabled the default email notifications on ticket activity/update for ticket owners.

The end result is still weird behavior. In this case I added a comment via the UI and selected Change to “Waiting on Requestor“. Then IIQ dispatched 2 duplicate emails to the submitter.

@LKnowles 1204319 sblsd Scott said he was going to reach out so he can dig into the back end with you! I hope this helps

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