Hide name of support agent in email for Additional Comment

[VShine]

Hello Experts,

I have requirement to hide name of HR agent hidden in email notification for "Case Commented".

If Additional Comment is added by "HR Agent" it should appear as "HR Agent" instead of User name.

If added by customer /opened_for, then display the name.

This needs to be in "Email". I tried using mail script but no success. Here is the mail script I got from another community post.

email is generated with following output

[Justin77]

See https://community.servicenow.com/community?id=community_question&sys_id=64e14ba9db98dbc01dcaf3231f96...

[VShine]

@Justin  thank you for quick reply...When I am running this as "background script", this is what I am getting as output. Its not doing anything.

[Justin77]

So you would use that script to iterate over the comments and include/exclude whatever information you want.  Don't want the Commented By? Don't add it!  You can do whatever formatting you'd like to make it mirror the ${comments} you'd like, and then your mail script would replace that ${comments}.

[VShine]

@Justin I beg a pardon. Its working in background script as expected, but not working when try it for mail script.