Can we update the Requested for details on the RITM ticket using the "Requestor:" in the description

[shalinihorak]

We have Integrated Slack with ServiceNow for overtime requests from users where the emails from Slack get forwarded to ServiceNow with Recipients as "callouts@xxxx.com". We have created global Inbound workflow with decision tables so that it creates a RITM once the email is forwarded from slack. But as of now the Requested for details shows as System administrator. The details of the Requestor and overtime details are getting captured in the description of the RITM. The body of the email from callouts@xxxx.com has the Requestor details who have raised overtime requests. We want to copy the same to the Requested for of the RITM ticket.We are unable to update Requested for details on the RITM ticket using the "Requestor" values in email body coming from callouts@xxxx.com. Is it possible to copy the same either from description of ticket or email body which is coming from slack.

[Ankur Bawiskar]

@shalinihorak 

how are you parsing the incoming email and creating RITM?

You can grab the value and then query sys_user with that email and then update the RITM->Requested For

Do remember to update REQ->Requested For as well.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[shalinihorak]

We are using the global inbound email workflow(flow designer) for creating the RITM . We have created the decision table for creating the RITM. When the emails come from  slack with recipients "callouts@xxxx.com an RITM gets submitted using a catalog item. As of now the Requested for user is set to System administrator in the flow . The emails from slack comes from the user is "no-reply@xxxx.com" and the Recipients is "callouts@xxxx.com. But there is the Requestor details in the description of the ticket. It get copied from email body. See the screenshot of the RITM. I want to copy the Requestor details it from description of RITM to the Requested for in the RITM. How can we accomplish this.

[Ankur Bawiskar]

@shalinihorak 

Can you provide the details requested in the above comment?

[shalinihorak]

There is inbound email action for parsing the details. Please see the screenshots from the flow designer also. I have attached it.