Excessive notes exist on an item within Service Desk.
This is often caused by a looping emails caused by a variety of reasons.
In order to address this issue, SQL statements must be run against the database to purge out the excess records.
Verify the records desired:
SELECT * FROM im_incident_note
INNER JOIN pm_process ON pm_process.pm_guid = im_incident_note.im_incident_guid
WHERE pm_extended_id = 'I:X'
Remove the records no longer desired:
DELETE FROM im_incident_note
WHERE im_incident_guid = (
SELECT pm_process.pm_guid FROM pm_process
WHERE pm_process.pm_extended_id = 'I:X')
AND im_serial_number > 1
In both of the examples above, X represents the incident number in the user interface to be edited.
For the DELETE statement, im_serial_number may be edited to preserve any number of notes desired.
As with all scripts, please test in a development environment first to ensure it works as you desire. Always perform a full backup before executing changes in production.