How to capture closed by name in the notification that created on sc_req_item table?

[Annie10]

Hello,

I have been struggling to capture the 'Closed By' name in the notification when an RITM is closed complete. Can you please provide suggestions?

I'm using "${sys_closed_by", but it is returning empty.

Here is the example:

[Michael George]

Interesting. I see that you are using the request.closed_at value. Is it possible that the flow is putting the closed_by data into the request and not the request item? If you you go into the request_item and view the record as XML, what does it look like?

[Annie10]

@Michael George 

Here is an example of a closed and completed RITM record. It is showing an "empty" value in the "Closed by" column, and it was last updated by the "system."

Is this because the record was last updated by the flow designer or a business rule that why it did not captured the lasted closed by person name?

[AshishKM]

Hi @Annie10 , 

I pointed out the same in my reply, please check.

[Matthew Knight]

Hi @Annie10 ,

Just to confirm the field should be ${closed_by}.  Just wanted to check, the record that you are previewing, is it actually closed? Otherwise it will appear blank in the preview.

If you test again with a closed record does it appear correctly?

Kind regards

[AshishKM]

Hi @Annie10 , 

Please ensure that all RITM has that Closed By field value, otherwise it will just show the empty value in notification because there is no data in RITM table. 

The Closed By [ closed_by ] column belongs to Task table and RITM table inherits that column.

You can test the notification via preview notification for any RITM has that closed_by column value.

-Thanks,

AshishKMishra