Is it this thread you're referring to? http://community.landesk.com/support/thread/15282
Not having any visibility of your calculation I can only guess, but it sounds like the calculation is checking for a True value against VIP and Super VIP, and because both are evaluating as true it's showing the popup twice. Do Super VIPs really need to be marked as regular VIPs as well? If so, you could alter the calculation to check for Super VIP first, then skip the VIP check if it's true.
Does that help?
Yes that was the thread.
I don't think the calculation is checking both. It's VIP User that determines the priority of the incidents as defined in the agreement rules so these users will need to be both VIP and Super VIP. I think I might log a call with support (feel free to keep an eye out ) as it may be easier to see what's happening in a remote session.
Have marked this as complete. We did a rebuild of our test enviroment and when I've redone this lo and behold it is working as I wanted and I only get the popup box once . I can only assume I'd messed about that much in the old test enviroment that there was something left lurking about that was causing the issue.