Ticket Conversation widget hide agent's name from ticket history

[brown9394]

Hi Experts,

I've cloned the Ticket Conversation widget, and wanting to remove the agent's name from the ticket history and replace it with 'Case Support Team' But I can't figure out how to go about doing this.

Here's what I've tried - In the HTML block there's a line of code {{::e.name}} that pulls both the end user and agent's name commenting on the case (customer visible additional comments). I know it's coming from the data.mergedEntries from the Controller, and if I replace 'e.name' to' 'e.initials', then i get the initials for both the agent and end user instead of full names.

However, I want to keep the End User's full name as it shows (ie. John Smith), and just replace the case agent's name to 'Case Support Team'. How would I go about doing this??

Thanks in advanced! 

[Vara_Pradeep]

I tried this, but it is replacing with the text for all entries, including Employee comments, Is there some way to do this only for HR Agent comments?

[Darshana2]

I tried this but both agent and end User's name is hide

[Deepika Mishra]

Any update of how can we achieve this ?

[Deepika Mishra]

I was able to fix this issue. Please find the resolution from below link:

https://community.servicenow.com/community?id=community_question&sys_id=dbd8d5221bdc7050a59033f2cd4bcb55

[Community Alums]

Hi Brown,

were you ever able to solve this? I have the exact same requirement.

Thanks!