Hi Agent name on all front-end pages for employee

Alexander17
Tera Guru

‎12-11-2024 02:54 AM

Hi there,

 

i hope someone can help us with the following. We have a legal requirement to hide the agent from the case submit, case details / conversation area and Closure task to accept resolution. So all area's where the employee can see the agent name on the front-end, should e not visible.

 

I saw this post, but this only fix a bit of the problem. https://www.servicenow.com/community/csm-forum/hide-the-agent-name-from-the-activity-stream-on-the-p...

 

Does anyone had similar requirement and managed to configure/build it.

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jcmings
Mega Sage

‎12-11-2024 02:54 PM

So if you're using ESC and you're referring to the field on the front-end ticket page:

jc21_0-1733957385057.png

You can go to Standard Ticket > Standard Ticket Configuration and update the Info fields section within the Info region tab:

jc21_1-1733957452253.png

 

This will not hide comments though. 

 

If you truly want to restrict all instances of the assigned_to field, you will likely want to create a field-level ACL on your table. So if you were working on the incident table, you'd create a ACL on incident.assigned_to and give certain roles access to it. But I would not advise this. 

 

 

 

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