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]

Hello @Rai Shivam Ajay ,

now I got you, I haven't implemented this but you can change this on the notification itself, you need to find the notification that is getting sent and add the email to be set in from:

but this is static as well, you need a mail script to achieve this, something like this:

(function runMailScript(current, template, event) {

email.setFrom(current.user.name + " <" + current.user.mail + ">");

//email.setFrom("Shivam Rai <shivam_rai@gmail.com>");

})(current, template, email, email_action, event);

Here is an article that could help you:

https://www.servicenow.com/community/developer-forum/change-email-notification-sender-from-it-servic...

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