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.

[Mike Patel]

Business rule needs to be on sys_attachment table. Can you confirm if you have that

[Michael C_2]

It is. The log shows the event that the rule is supposed to fire does, in fact, get processed.

Here's what the events log shows:

[Mike Patel]

Can you try changing below on your business rule

gs.eventQueue('sn_customerservice_case.attachment.add', incObj, current.file_name, '')

[Michael C_2]

I tried that but the result is unchanged. I still see the event being processed in the events log but I never see an email get created.