Symptoms

Issue scenario depicted as following:-
Destination user: User A (usera@email.com), User B (userb@email.com), User ABC (userabc@email.com)

TO: emailTo (usera@email.com userb@email.com)
CC: userc@email.com

User A will receive total 3 emails.



 

Diagnoses

This issue only happen to email escalation at Event level. As a workaround, we configure the escalation at Activity level instead. From end user perspective, there wouldn't be any differences since the existing Event level escalation is set for Client Event

 

Resolution

Workaround applied. Logged as product issue to be fixed in future release.