Change agent name to "Service Desk Agent" when additional comments are made to the caller

KaralapatiN
Tera Contributor

Wednesday

As a Service Desk Agent, I want my name to appear as "Service Desk Agent" instead my original name in the activity section of the portal when I'm commenting to the caller so I can remain anonymous when providing support to a caller for an incident they submitted.

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Naveen20
ServiceNow Employee

Wednesday

There's no out-of-box setting to mask the agent's name in the Service Portal activity stream. The accepted community approach is to clone the Ticket Conversations widget and override the displayed name server-side for users who have an agent role (e.g., itil).

In the cloned widget's server script, after data.mergedEntries is built, loop the entries and replace e.name (and e.initials) for agent users with 'Service Desk Agent'. Then point the relevant page (e.g., ticket) at the cloned widget instead of the OOB one.

This affects portal display only — sys_journal_field.sys_created_by still stores the real user, so Service Operations Workspace, audit history, and notifications are unchanged.

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