Hide the name of agent/technician when posting work notes / Comments (visible by customer)

[samirmeroua]

Hello All 

I'm trying to configure a setting to hide/replace the name of the agent who Posts Work notes or Comments (visible by customer) in Incidents or RITMs. I created a generic user account ( Support Team ) and created a business rule with its scripts, but that did not work and accidently deleted the business rule. 

Any advice or other approach?

Thank you 

[OlaN]

Hi,

Why would you want to hide it, what's the use case?

And what UI are we talking about (portal, workspace, UI16, mobile) ?

[samirmeroua]

The use case is that some other members they don`t want their names appearing in the Activities section when the post comments or mention the caller/opened for (the latter will include to modify the email notification too) 

Both UIs , service portal and workspace. 

[Ankur Bawiskar]

@samirmeroua 

I won't recommend this

where you want this -> native, workspace or Portal

share screenshots

[samirmeroua]

If it is up to me I  would not implement this,    but this what the business is asking for   😔

screenshot below, instead of showing Beth Anglin name, it should be generic account