Custom Standard Ticket interaction

[PALLAKIV]

Requirement:

Customize the Standard ticket and all the associated Service Portal widgets to ensure that details of Service Desk agent currently working on any ticket are hidden from end users who are tagged to the ticket in any way. Examples: I as an end user raised a Service Request ticket asking for a Software to be installed in my system via ServiceNow request catalog and that takes 3-5 business days. I as an end user want to overlook the standard ticket page exposed to me, but any information related to the Service Desk agent working on the ticket should be always hidden from me. This needs to be done so that me as an end user, do not directly reach out to the Service Desk agent working on that ticket, but rather interact using the comments added from Service Portal.

Approach:

When we look at the Standard ticket page, it contains multiple OOTB widgets such as Standard Ticket actions, Standard Ticket Conversations, Standard Ticket Header, Standard Ticket Tab etc. All these widgets at some level contains the signature of the Service Desk agent (name or initials which links to their corresponding User profile). We need to ensure that end users should not be able to view this information at any level.

In below sample, Dawid Miller has requested for a Service that impacts him directly, and he is currently awaiting response from the Service Desk Agent. However, he can see that Andrew Och is the assigned to for this ticket in places from this ticket. To maintain anonymity, we need to ensure that Service Desk agent details are kept hidden from an end user.