Recently i noticied issue with end user, recevining extra email on closure of incident ticket whcih was escalated from interaction generated for the end user in SM 9.61 with P1 patch.
On Resolution of Incident, IMis getting closed using OOB rule. The related interaction record also getting closed and users receive 2 emails one for closure of interactiona and another for IM with subject & Body like below
Subject: Service Manager Mail
Body: Incident IM19028 has been updated.Incident macro mail format in IM environment not found, please notify Service Manager Administrator.
This email is not coming from any rule/notification defined in workflow.