Unable to include employee name in the Acknowledgment mail sent to the employee

Summary:

Unable to include employee name in the Acknowledgment mail sent to the employee when SR is created Via Inbound mail. Currently we can have only SR number which can be embedded in the mail content (message name - SVC_EMAIL_ACK_FOR_KNOWN_EMP), see attachment. Please help me to include Employee name as well in the mail.

Content (please ensure you mask any confidential information):

Version (include the version you are using, if applicable):

24D

Code Snippet (add any code snippets that support your topic, if applicable):