Email notification filter is not working correctly when a sc_request is created from Service catalogIssue We are trying not to send the notification (Request Opened on Behalf) for a particular item (HR Inquiry Form), the condition when to send has below conditionShort Description > Is Not > HR Inquiry FormBut it's not working, Email Notification : Request Opened on BehalfCauseThe email is configured so it gets triggered on insert or update.So, at the creation on the sc_request record, the short description is empty and so the condition on the email is matched. ResolutionThe audit history shows that the "Short Description" is added on the sc_request after the creation of the sc_request record from service catalog So, the conditions on the email satisfies when the sc_request record is created from service catalog. The short description is set from the custom workflow after the creation of the sc_request from service catalog. The solution would be, update the short description using a before insert Business rule so, the conditions on the email will work correctly.