Hide who posted additional comment(s) to customer on the CSM Portal

[Efren T_ Marti1]

Greetings All,

I have been looking for a while to hide the name of the person who posted an additional comment to a case . The objective is to communicate with the customer however we do not want the customer to have the name of the person who posted the comment, instead it should be something generic like ABC Agent. Has anyone been able to find a way? Example from my PDI and Snag IT is attached. 😉

Example of what i am trying to accomplish.

[Alok Kumar2]

Hi,

You can achieve this by doing some minor changes on the cloned version of the widget. Comment out the below line from your HTML:

<div class="timeline-title h4">{{::e.name}}</div> and replace it with <div class="timeline-title h4">ABC Agent</div>

To remove the Avatar image, which i assume  no longer require, comment out the below lines:

<div class="timeline-badge">
<sn-avatar-once
ng-if="hasLiveProfile(e.user_sys_id)"
primary="getLiveProfileByUserId(e.user_sys_id)"
class="avatar-large"
show-presence="false"
enable-context-menu="false">
</sn-avatar-once>
</div>.

Refer to the image attached.

Let me know if this works for you.

Mark the answer as correct or helpful if it helps!!

[Ian_D_Mayo]

Is there a way to do this so it only works for certain roles? Either specifying which roles cannot see the name, or which roles display the widget normally?

[Service_RNow]

Hi,

please follow link may be helpful you - 

click On this