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:

[Annie10]

@AshishKM 

Could you please provide steps on how I can access the screenshot you suggested below, so I can verify the "Closed by" column

[Michael George]

I wouldn't worry too much about not having the "closed by" column. Unless you did something very strange and deleted it, it is present. The bigger question is what Matthew asked above which is "in the record you are testing with, is that value populated?".

In the record you are testing with, click on the context menu (or right click on the gray header bar) and show the XML. Does it have a value in the "closed_by" field?

 

 

[Annie10]

@Michael George 

Here is an example of a closed complete ritm:

and here is the closed completed on request record.

Thank you for continuing to help everyone!

[Michael George]

Well that's the problem then. If nothing is going into that field, the email will never contain a value. Now it's a question of configuring the flow or whatever is driving these requests so that something does get populated. Perhaps your flow could update the request item record with the person that closed an associated catalog task or something?

[Sainath N]

@Annie10 : That's exactly what I guessed, as per my answer below. Business rule 'Set Closure Fields' updates the fields on RITM. Check in your instance to see if someone customized it or created something on the 'sc_req_item' table that's causing the issue.

Please mark this as correct answer and helpful if it resolved, or mark this helpful if this help you to reach towards solution.

Regards,

Sainath N