question Incorrect Caller Field Population in Slack for ServiceNow Integration in Community Central forum

Incorrect Caller Field Population in Slack for ServiceNow Integration

Jadylay — Thu, 08 May 2025 16:58:00 GMT

I’m integrating Slack with ServiceNow using the official Slack API and the Slack plugin for ServiceNow.
The issue I’m facing is that the “caller” field in the incident created through this integration is being populated with the default System Administrator user, even though I’m explicitly passing a Slack user in the request.

I’ve already created a user in ServiceNow that matches the Slack username and ID, but the incident still assigns the caller as System Administrator.

How can I ensure the correct Slack user is mapped to the “caller” field in the incident record when it’s triggered from Slack?

Re: Incorrect Caller Field Population in Slack for ServiceNow Integration

Rajat Gupta6 — Thu, 08 May 2025 18:00:00 GMT

Can you share code snippet/flow step where the caller is being set?

Re: Incorrect Caller Field Population in Slack for ServiceNow Integration

Jadylay — Thu, 08 May 2025 18:31:51 GMT

I’m using the ServiceNow for Slack plugin to integrate both platforms. However, I don’t have access to where the caller field is being set. When an incident is created from Slack, no information about the user who opened the ticket is passed along. As a result, the caller field is being automatically populated with the System Administrator user.