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:

[AshishKM]

You can open RITM table defination, there you can see details about this closed_by field but that not matter here , we should check where we are setting this closed_by value when RITM is closed somewhere in workflow or flow designer. For some RITM this field has data/value , so need to check which process/logic is setting it.

[Sainath N]

@Annie10 : I just tried creating a sample notification as per below, and it worked for me.

Even after this similar configuration, if it did not work out, please check if the "Closed By" column of the RITM has value in it or if your notification is getting triggered first and then the "Closed By" is getting updated on RITM by comparing the timestamps from the email logs and audit history of the RITM.

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

[Umair_Malik]

Try using "updated_by".
Hopes that help.