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]

All configurations and workflows were developed by a consultant. They are no longer with the company, and the support has been passed on to me. It will take weeks or months for me to figure out what they did, as I am still learning how things work in ServiceNow.

My questions are:

1. How do I find out which business rules, flow designer, script, etc., get triggered on a specific RITM record?

2. Can someone help create a Business Rule that checks if a Request and RITM do not have the "closed by" name, and then update those records with the person who closed it?

Many thanks to everyone

[Sainath N]

@Annie10 : Check for business rules on 'sc_req_item' table with similar filter condition from the below screenshot and debug if you find any. For reference, you can refer to business rule 'Set Closure Fields' for logic (If you plan to create a new one)

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

[Annie10]

@Sainath N ,

No business rule on sc_req_item with script contains "closed_by"

[Sainath N]

@Annie10 : Then the OOB business rule 'Set Closure Fields' should work, which triggers on [Active Changes to False]. Check if any of your scripts or workflows are using setWorkflow (false), which is causing this business rule not to trigger.

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

[Annie10]

Thank you @Sainath N ,

I agree that the business rule 'Set Closure Fields' should work. However, I'm having a hard time figuring out which scripts or workflows are setting it to false, causing the business rule not to fire