Opened by field remains blank for Request/RITM created via inbound email — Flow Designer script not

[nameisnani]

Hi all,

I'm trying to fix an issue where the Opened by field comes up empty on Request/RITM records created via inbound email for a specific catalog item ("Request Help").

Setup:

• Catalog item "Request Help" uses a subflow named "Generic - Request Help: Fulfillment"
• Action 1: Get Catalog Variables from Request Help from Request Help — retrieves catalog variables including email_subject, requested_for, etc.
• Action 2: Update Request Record on table Request [sc_request], which sets several fields including Opened by via a scripted field value

Desired logic for Opened by (email submissions only):

1. Match sender's email address to a sys_user record → use that user
2. If no match found → use Requested For
3. If Requested For is also empty → use a placeholder "Person not in Database" user
   
   
   
   

Current script in the "Opened by" field (Update Record action):

var emailSubject = fd_data["1_get_catalog_variables"].email_subject;
var requestedFor = fd_data["1_get_catalog_variables"].requested_for;

function getPersonNotInDatabase() {
    var gr = new GlideRecord('sys_user');
    gr.addQuery('first_name', 'Person not in');
    gr.addQuery('last_name', 'Database');
    gr.query();
    if (gr.next()) {
        return gr.sys_id.toString();
    }
    return null;
}

if (emailSubject) {
    if (requestedFor) {
        return requestedFor;
    }
    return getPersonNotInDatabase();
}

return getPersonNotInDatabase();

Issue:
Despite this script, Opened by is still blank on newly created Request/RITM records when tested via a real inbound test email (subject line matching the expected trigger condition). Requested For also shows blank on the resulting record in some tests.

What I've checked so far:

• Confirmed the inbound email is received and marked "Processed" in Inbound Email logs
• Confirmed the Request/RITM record IS being created
• Confirmed the flow is Published (not draft)
• Uncertain whether fd_data["1_get_catalog_variables"] is the correct reference key for the "Get Catalog Variables from Request Help from Request Help" action — the action's auto-generated internal name may differ from what I've hardcoded .
•  
• 
  
  
  @Ankur Bawiskar  - can u please help me here to fix this issue . Please help me to fix this .