Trigger an email notification when an attachment is added to a case

[Michael C_2]

We have a need to notify our agents if a customer comes into the portal and adds an attachment to an open case.

I followed the instructions from the accepted solution at How to trigger mail whenever attachment is added for incident, obviously changing all references to the 'incident' table to be 'sn_customerservice_case'. If I log into the portal as a customer and add a file to a case, I see in System Logs > Events that the business rule does fire the event. However, no notification is ever sent out. 

Event::

Business Rule::

My event is registered under the Customer Service application scope and the business rule that fires it is in Global. I have two notifications currently defined with the same criteria, one in Global and one in Customer Service. 

Notification details:

When to send:

Who will receive:

What it will contain:

The body of the email is simply "An attachment has been added to the case."

What am I missing? I'm fairly new to the platform but this logic seems to make sense and it matches up with that solution for ITSM Incidents.

[Michael C_2 · Accepted solution]

I believe I figured this out, I have the script looking for 'sn_customerservice_case.attachment.add' instead of 'sn_customerservice.attachment.add'. I wasn't paying close enough attention to the event registry. Apparently the event is named by the application rather than the table.

TL;DR - make sure the event your business rule is looking for is actually named what you think it is named.