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.

[shalinihorak]

Attached pics from the flow. As of now Requestor details are in the email body and description of the email.

[Ankur Bawiskar · Accepted solution]

@shalinihorak 

you need to grab the email, query sys_user and then update the REQ and RITM.

You can check this on how to parse the email.

Easiest way to Trigger Catalog Item Request via Inbound Email 

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

[shalinihorak]

Thank you for the response.