Inbound Email actions - Update Caller ID

[ashra_listens]

Hi ServiceNow Team,

I am trying to find a solution to automate Incident creation using the Inbound Email action. Is there an option to update the caller to an alternate Email ID and not the actual sender so this is created as an Internal ticket for tracking only and the actual caller does not receive updates for incident creation or updates? 

And also is it possible to define the outbound email actions for every inbound email like below:

*action to include or remove any specific email-ID's from outbound response ?

*Action to Not modify the subject line of Mail in responses from service now?

Hoping I've assigned this to right forum to get some insights on how to make this work. Note: I'm not a developer, but trying to understand ways to work with our service now team to get the right requirements implemented.  

Regards,

Ash

[JenniferRah]

I have one that pulls the display name from the email body and this is the code that sets it. You could alter that to pull the information from somewhere else if needed.

var callerName = email.body.caller.trim();
current.caller_id.setDisplayValue(callerName);

[ashra_listens]

Hi @JenniferRah  Thank you for response, will test this solution and share the results 🤝