Notification not being created when the event is fired

[Alex Sastre]

I have a Scheduled Script Execution with this script:

var grCase = new GlideRecord("sn_customerservice_case");
grCase.addQuery("state", "18");
grCase.addQuery("u_on_hold_reason", "1");
grCase.addQuery("sys_updated_on", "<=", gs.daysAgo(4));
grCase.query();
while (grCase.next()) {
    //Sent email if las updated 
    var gdt = new GlideDateTime(grCase.getValue("sys_updated_on"));
    var gdt4 = new GlideDateTime(gs.daysAgo(4));
  
    if (gdt.getDate().toString() == gdt4.getDate().toString()) {
        gs.eventQueue("sn_customerservice.case.information.request.reminder", grCase);
    }
}

I also have an email notification created to send whenever the event is fired with no other conditions:

The idea is that a notification is sent when a case has not been updated for 4 days and its status is On hold and on hold reason is Awaiting info.

My problem is that the email notification is not being triggered and I have checked all these things:

1-. The email notification and the Scheduled Script are active.

2-. There isn't other conditions in the notification (image attached).

3-. I have check the sys_email logs and the notification isn't there.

4-. I check the script and I have a case that meet the conditions (And I know that the event is fired).

Any ideas of what can I do to get that notification been sent?

Thank you.

[Danish Bhairag2]

Hi @Alex Sastre,

Could you pls validate the whom to send tab in your notification.As I could see from the scheduled script u are not passing any email I'd or sys I'd as event parameter when it's fired.

Also check the person who is suppose to recieve the mail has not unsubscribed from receiving it. Allow notification is enabled at the users end.

Thanks,

Danish