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Modify or Change incoming email ID

cnagarajah
Level 1
Level 1

1. End User "fname@company.com" send email to "helpdesk@company.com" for support.

2. O365 forwards that email to ServiceNow.

3. ServiceNow creates a ticket and send an email to the WebEx Connect forwarding email "ee11111c1f712deab76812389cd3d345@mail-us.imiconnect.io".

4. WebEx Connect receives the email from ServiceNow email ID "ServieNow@company.com" and runs thru the Connect flow and pick an agent and deliver the email to the agent.

5. When agent receives the email, the from address is "ServieNow@company.com", not the actual end user "fname@company.com"

NOTE: We are populating the end user's email address in the Subject line when the email comes from ServiecNow to the WebEx Connect.

My question is, is there a way to manipulate or change the incoming email from ServiceNow to WebEx from "ServieNow@company.com", to the actual end user;s email "fname@company.com"

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