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

MarkW0946938830
Tera Contributor

3 weeks ago

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?

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2 REPLIES 2

Its_Azar
Kilo Sage

3 weeks ago

Hi there @MarkW0946938830 

 

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.

☑️ If this helped, please mark it as Helpful or Accept Solution so others can find the answer too.

Kind Regards,
Azar
Serivenow Rising Star ⭐
Developer @ KPMG.
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MarkW0946938830
Tera Contributor

2 weeks ago

Thanks for the reply. There is no flow with that name, or anything similar in my PDI, which is completely OOB, or my org's instance.

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