duplicate emails on substatus change

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Hi,

I'm troubleshooting a workflow that's sending duplicate emails being sent when the substatus field is changed on a Work order. I turned on audit for the substatus field and what I'm noticing is that if the field is updated twice within a short amount of time, the workflow will fire twice, which is expected,, but both emails will indicate the final substatus value, ie, the first value change isn't captured in the email first email. From the client perspective they just got two duplicate emails, but in fact the substatus field had changed twice.

Is there a common solution for this? Is there a way for the workflow to be triggered once the record is closed and the field is changed so only one email gets sent?, I think right now it's just set for /record fields change/ the Available to run is set with /as an on-demand process/ disabled, would enabling that help?

thanks for any info you might have.

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Ian_P 64 on at

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duplicate emails on substatus change

The reason for this is that when a Work Order Sub-status is set, the Work Order System Status is re-updated even if the System Status value from the Sub-status is the same as the existing one.

You would be able to work around it using a Power Automate Flow instead of a process, using a condition to stop the flow when the correct conditions are not met.

I have already created an idea in here to ask Microsoft to change the coding to not set the System Status again if the new value is the same as the existing value.
Leah Ju Microsoft Employee on at

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duplicate emails on substatus change

Hi Partner，

Q: all the emails will show 'completed'..

Maybe you can go to Settings > System Jobs to check process of running a workflow:
Community member 15 on at

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duplicate emails on substatus change

Hi

Thanks for the reply, the workflow item is below. I turned on audit for the substatus field and have found that the users are going in and keying in a bunch of data to enter the records. When they do that, the substatus is updated / changed within a very short timeframe.. They get an email for each change but each email results show the final substatus and they don't see the intermediate substatus value, ie, if it changed from 'scheduled' to 'needs parts' to 'completed' within a few seconds, all the emails will show 'completed'.. and users think they've received duplicate emails.

I'm looking for a way to configure the process so that it either shows all the substatus iterations or just sends the final substatus (preferable). is there a record close event or something I can also trigger off of? I think I need two conditions in order to limit the number of emails that are being sent.

in the screenshot below the "Starts when: / Record Fields change" is set to substatus
Leah Ju Microsoft Employee on at

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duplicate emails on substatus change

Hi Partner，

Is this workflow customizable? Because after my check, the only one system OOB workflow (Field Service - Create Work Order Product Journals) does not have this feature.

Could you share detailed steps about the workflow you are using？

If the workflow is one background workflow, you can check it's run process through going to Settings > System Jobs.