Change the "From" in the email to a actual customer name by scripting.

[Rai Shivam Ajay]

Dear Team,

Please can you help me to resolve the issue . As below I am posting the question.
When a ServiceNow Case is updated, then email gets generated, which has the generic From address like "GED Grip Support". We want this to be changed to Actual Name of the person when case is updated, instead of "GED Grip Support". 
For example shivam.rai -then email id. please find the below screen shot.

[Stefan Georgiev · Accepted solution]

Hello @Rai Shivam Ajay,

Do you want to change the Name in the Subjet/Body of the notification or something else?

[Stefan Georgiev · Accepted solution]

Hello @Rai Shivam Ajay,

Do you want to change the Name in the Subjet/Body of the notification or something else?

[Rai Shivam Ajay]

Hello @Stefan Georgiev ,
In the mail box ,when you see email from ServiceNow, instead of the group name, name of the user who has triggered the notification should pop-up.

for example - Group Name<instance@servicenow.com> should be Shivam Rai<instance@servicenow.com>

[Stefan Georgiev · Accepted solution]

Hello @Rai Shivam Ajay ,
this is going to be the case only if the email is sent to the user<to get the user name>, not the group. I am not aware of a property or a scripting way for this to be changed.

I think if you add the recipients from a mail script in cc, maybe this could work, something like this - 

email.addAddress("cc",user.email, user.name ); 

 but if you sent the mail to a group I don't think that you can achieve what you are going for.Hope that this helps you!

If the provided information answers your question, please consider marking it as Helpful and Accepting the Solution so other community users can find it faster.

All the Best,
Stefan

[Rai Shivam Ajay]

Hello @Stefan Georgiev ,
When a ServiceNow Case is updated, there is an email that gets generated, which has the generic From address like "Grip Support". We want this to be changed to Actual Name of the person that updated or submitted the case for better tracking purposes and to being more responsive.   I want this functionality. I had tried above one.

Please can I know it is possible to implement or not . If it is not possible can you share me the document link please.

Thanks in advance
Shivam Rai