SOW - creating request from interaction, caller name is not passed to the request

[Mark Weber1]

We are implementing SOW on Yokohama. When creating a request from an interaction, the caller is not passed to the requested for on the request. This happens in my PDI, but not in our organization's instances. How can this be corrected?

[Its_Azar]

Hi there @Mark Weber1 

In your PDI, the mapping or property that copies the Interaction caller/opened_for to Requested for is likely missing or disabled. Compare the following between PDI and your org instances: the Create Request from Interaction flow/action mapping, the field used (opened_for vs caller_id), and the system property that controls the default Requested for on catalog requests.