Whenever a Service Request (SR) is raised, if the Requester email on an SR is ‘System’ this app would fetch the original requester email from the “Request for” attribute and set the same value on the requester email field. This feature will enable to view all SRs pertaining to a Requester even when a requester did not create an SR directly. The sample use case is as follows: When an SR is created to onboard a new employee, this SR may have other associated requests like assigning assets, software, etc. In this scenario for associated requests, the Requester will be ‘System’ and not the name of Requester. In this scenario, this app will fetch the Requester email from ‘Request For’ and set the Requester email.

1. To install Retain Requester Email app in Freshservice, go to Admin > Apps > Get more Apps. 2. Locate ‘Retain Requester Email’ in the app gallery and click Install 3. Enter your Freshservice Domain and API key and click the Install button