Inbound Action case to be created when customer send email to Alias

[Dinesh87]

Hello

The "Desk" team will be using email alias ww.disdesk@gmail.com in ServiceNow. Which means anyone (not only customers) when sends an email to alias, will open a case in "Desk Queue" and when agent responds back to sender, they should be seeing same alias(ww.disdesk@gmail.com) in From field (Not email address of an Agent).

Can anyone please some information on this and How to create inbound so that how it can create case and how get alais in from field not agent.

Please remember those are 3rd party emails.

Thanks
Dinesh

[Mark Manders]

Looks very professional, using a gmail address. 

First of all, you need to get those emails into ServiceNow, so you need to redirect or forward them. 

As soon as the case is created, the ServiceNow notifications should take over, so I am not sure how the agent's email address will ever be used. That simply doesn't happen, because ServiceNow always communicates as the system and not as the user triggering a notification.

The 'from' can be set in the notifications.