How to hide the assigned agent name for a confidential CSM service

[gdo]

Dear Community,

I have a special requirement regarding a particular service of my client, which is highly classified. We are using CSM to handle cases for this service.

Requirement:
We should not show the currently assigned agent's name to the customer in the portal, the conversation, or on the ticket's "Assigned to" field.

I am considering several approaches but would appreciate your advice:

1. Use generic sys_user names like "Operator 1", "Agent 2".

   • This would work but may be confusing internally.

   • Is there a way to display a generic name to the portal user while keeping the correct individual’s name internally?

2. Modify the HTML/Angular template and server script to conditionally hide the agent’s name for specific tickets.

   • For example, using a Record Producer to create a case:

     // Server script example
     

data.checkLoggedInUser = gs.getUserID();
data.showName = true;
if (gs.hasRole('snc_internal') && currentRecord.service == 'Confidential')
{ data.showName = false; }

Implementation idea on the portal side:
In the HTML/Angular template, wrap the operator name field with a conditional:

<div ng-if="data.showName" class="timeline-title h4">{{::e.name}}</div>

• Where is the best place to implement such logic in a Record Producer? Server script, Business Rule, or UI Script?

• Other options

  • Are there better ways to hide agent names for a specific case/service while preserving normal behavior for other tickets?

Any guidance or best practices would be greatly appreciated.

Kind regards,