Duplicate Email Notifcations

Hi @sofiafa ,

There could be multiple reasons for this. You may have to look into each of these - 

• Global notifications vs. project-specific notifications: There may be project-level or team-level notifications set up that override or duplicate global settings.
• Group Membership: If the user is part of multiple groups or teams that receive notifications for the same action, she may receive one notification per group/team.
• Shared Inboxes: Confirm she’s not receiving emails both individually and as part of a shared mailbox or distribution list.
• Role Assignment: If the user is assigned to a project in more than one role (e.g., both as a team member and as an approver), she may get notifications for each role.

-Rowvill

I think you could go back and ask a few more questions, like how long she's been getting these emails vs how long she's been in the system total. If she's been in there for a while, and is only just now getting these emails, you may be able to track the starting point to some related incident, like some sort of configuration to her user profile (addition to a team, for example). I'd also be asking who else it's happening to. (is it just her or Lexi as well?)

It's difficult to tell from the screenshots, but it kind of looks like they have two different distribution lists. Is the one at 10:07 only being sent to two people? And the one at 10:08 being sent to 9 people?

Lastly, Workfront has a tendency to place a link at the bottom of the majority of their emails, that says "Stop emails of this type" -- if you get this person to forward both those emails to you, you can click on both the links and see which type of notification is sending each email. If it's the same notification "type", and if this is consistently happening to a number of users, it might be worth submitting a case to Support to see if there's something going on that they can check on their side. 

We see this too and I think it's a result of users replying within Outlook (or your email service) where they received the initial notification.  If you stay in Outlook and reply to the notification email, instead of clicking the "Comment" button in that notification to jump into Workfront, the reply email "To:" field shows the email link back into workfront (something long like "XXX.my.workfront.com+776dbbab1514d056e0530a093a0af615+NOTE_6891ed690002550104560554dd663068@intake1.my.workfront.com"), but also shows regular emails addresses for everyone that is on the thread. So when people reply via Outlook or email platform they receive two emails: one from Workfront's thread notification, and the other coming straight from Outlook.

The only way to solve it is ask users to click into Workfront using the "Comment" button to jump into Workfront.  However most of us are programmed with email to just answer quickly there if you don't need to dig into the project for information.

@sofiafa just checking in! Were you able to get this resolved? If one of the replies above helped—whether it completely solved the issue or simply pointed you in the right direction—marking it as accepted can make it much easier for others with the same question to find a solution. And if you found a different way to fix it, sharing your approach would be a great contribution to the community. Your follow-up not only helps close the loop but also ensures others benefit from your experience. Thanks so much for being part of the conversation!