How to change Notification Sender Name while sending notification

[Hari S1]

Hi,

We are automatically adding comments from a business rule with a specific user name(that is Abel Tuter) when the ticket is assigned to the Database or Hardware groups.

Additionally, we have created a notification to inform the caller after comments are added. However, the notification is currently being sent with the name 'System Administrator' but it should be sent with the name 'Abel Tuter.' How can we achieve this?

Please help me.

Business rule:

Notification:

Sample example:

-> Incident ticket it is coming correctly:

But in notification it is coming with different name:

Thank you in advance

[Slava Savitsky]

Possibly, this is because of the "current.autoSysFields(false);" statement in your business rule. Does it make any difference if you comment that line out?

[Hari S1]

Hi Slava,

Thanks for the reply. 

I just tried commeting that line but still I am getting System user name.

Thank you

[Slava Savitsky]

Have you tried "after" instead of "async"?

What triggers that transaction? Is the incident created by a user via UI, by a script, or maybe via an integration?

[Priyanka_786]

@Hari S1 :

As Slava mentioned, can you try with after business rule instead of async?

Regards.

Priyanka Salunke