Value of opened_by is not matching created_by

[tuitendung]

I have a question regarding the sc_req_item table. I noticed that for some tickets, the opened_by and created_by values are not the same. I thought they would always be identical. Could you explain what normally ensures these two values are synchronized when a ticket is created (Business Rule or something else), and what might cause some tickets to have different values (overridden by another Business Rule)?

[Dr Atul G- LNG]

Hi @tuitendung 

Both are same the only difference is Created by is displaying the User ID  and Open by showing the Name of user. If you want to make both as same, need change the display value of opened by in dictionary entry.

[tuitendung]

This pic is a example for opened by and created by is a same. But in other hand, this is my issue. 2 user have different sys_Id. How can the Created by field have a value since I checked its definition and it does not have a default value, while the Opened by field has a default value set to the login user?

[Sandeep Rajput]

@tuitendung Created_by is a system field and the value is automatically populated by the ServiceNow instance the moment user creates a record.

[Dr Atul G- LNG]

Hi @tuitendung 

The reason is there are few codes/ logics which are we can say core code, which work on required field and those changes are not explicitly available on user interface, Like in this created by is set by System only ( via some scripts)  and there is no default value on dictionary which make you confuse.