Hi everyone,
I’m trying to customize the Employee Center (ESC) portal in ServiceNow.
Specifically, in the ticket details page (for example /esc?id=ticket&table=incident&sys_id=...), within the Ticket Conversations section, both the requester and the assigned technician’s names appear in the comment stream.
Our requirement is:
The caller/requester should still see their own name normally.
The assigned technician’s name should not appear, and instead should always display a generic label such as “Support Technician” (or “Técnico de soporte” in Spanish).
In other words, whenever a comment or update is posted by the assigned user (or any user with an IT role), we want it to appear as coming from Support Technician, rather than showing the person’s real name.
I would like to know:
What is the recommended approach to achieve this in Employee Center — for example, should it be done by customizing the “Ticket Conversations” widget, using a Display Business Rule, or some other method?
Has anyone implemented a similar anonymization of assigned users or IT agents in Employee Center?
Are there any potential impacts on other components like Now Experience components, record producers, or Activity Stream?
Any guidance or best practice on how to implement this would be really appreciated.
Thank you very much!
— Jordi
