3748520 - E-mails are sent twice by workflow and appear duplicated in ticket timeline

When a ticket e-mail workflow is triggered successfully,Emails are displayed twice in the Timeline tab instead of once.

SAP Cloud for Customer

1. Create a ticket for which an email workflow is configured.
2. Populate the fields that start the email notification workflow.
3. Open the ticket timeline and observe two email entries instead of one.

Multiple email addresses are maintained for the recipient (for example, Personal e-mail maintained under Contact's Addresses tab, and workplace e-mail under Relationships Tab or two e-mail address under address tab ). The workflow sends to all available addresses, which results in duplicated email entries in the timeline.

1. Go to workflow rules work center view.
2. Select More > Settings.
3. Enable the option "Use main address of the recipient to send out e-mail and SMS".
4. Verify that the intended email is set as the main address for the recipient.
5. Save and test the workflow again, then confirm only one email entry appears in the timeline.

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