Inbound action create incident (forwarded) need to set caller id from user who forwarded it first

[Rob96]

I have a requirement to create an incident from a forwarded email which has been forwarded twice. It needs to set the caller field to the original user who forwarded it. Email address of user is the user id.

I've tried a few permutations but not working. The account that forwards to ServiceNow is a user so in our Dev instance I have made that user inactive so that user is not set as caller, but all that happens then is the incident is logged as guest.

[Mark Manders]

If you don't update your way of working when starting to use a new tool, it's never going to work. You want to change without changing and even know how it should/would work, so make the users change too.

If you have been cutting down trees with an axe for years and they give you a chainsaw, will you start hitting the tree with that, or will you use it as it is supposed to be used?