The current ability to create Process Integrations (and even scripts from an external service) is vastly hampered by the poor ability to reference an entity from information about it; and the impossibility of extracting useful information about an object using "normal" notation.
Two for-instances:
- I cannot extract a user's name in a comment append using {{Requester.name}} (which would be perfectly normal object notation) - and {{Requester}} returns their email address. You end up with a comment which reads:
"Dear fred.hargreaves1785@stupidlylong_domainname.org.au, your request has now been processed"
What is even more ridiculous is that the system recognises {{requester_first_name}}, {{requester_last_name}} and {{requester_full_name}} in the notifications setup, but not in integrations!
Can we PLEASE start letting code access the whole suite of variables? - I cannot select a user based on matching values; for instance I have literally zero way for someone's name to reference a user object with that name. Let's say there's a new starter (obviously not yet in the system) and on the new starter ticket, the manager has entered the user's name in text. We get half way through creating IT provision for this person, including putting them into SolarWinds... and the "Starter" event is cancelled. I want to raise a leaver's ticket which references the correct new user object (which has the name I only have in text format)... but there's no way to do it. There's no way for me to pick a user from the system with that name. So I have to resort to passing the name in text to the person processing the leaver and hope they pick the right one to delete. "John Smith" or "Jane Doe" anyone?
I want to be able to pass the text format name from the "Starter" ticket, and reference the User Object with the same name in the leaver ticket.
