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.
