Change the "From" in the email to a actual customer name

[Rai Shivam Ajay]

When a ServiceNow Case is updated, there is an email that gets generated, which has the generic From address like "GED Grip Suport". We want this to be changed to Actual Name of the person that updated or submitted the case for better tracking puposes and to being more responsive.

How can I achieve this. Please any suggestion of step to achieve.
Thank you

[RaghavSh · Accepted solution]

Create an email script and call that in your notification body.

In the email script you can use email.setFrom(); you can dynamically set this as per your requirement.

Refer : https://developer.servicenow.com/dev.do#!/learn/learning-plans/utah/new_to_servicenow/app_store_lear... 

Please mark the answer correct/helpful accordingly.

[Rai Shivam Ajay]

Hello Raghav,
can you help me with the business rule code . To trigger the notification, by passing the sys_id of user and replacing with actual name.