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 

[Ankur Bawiskar]

@samirmeroua 

check my below comment and it has approach for something similar and you can enhance it

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[samirmeroua]

Thanks for the info... but that didn`t work for me. still the same issue , 

[Ankur Bawiskar]

@samirmeroua 

this worked for me in native

DOM doesn't work in Workspace

function onLoad() {
    //Type appropriate comment here, and begin script below
    // Select ALL divs with class 'sn-card-component-createdby'
    setTimeout(function() {
        var createdByDivs = document.querySelectorAll('.sn-card-component-createdby');
        if (createdByDivs.length > 0) {
            for (var i = 0; i < createdByDivs.length; i++) {
                createdByDivs[i].innerHTML = 'Testing User'; // Replace with desired HTML
            }
        }
    }, 1000);
}

Output:

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[samirmeroua]

Thanks for sharing that, looks like it is working only with you do DOM manipulation 

[Ankur Bawiskar]

@samirmeroua 

That's correct.

As I mentioned only possible with DOM manipulation but DOM is not recommended.

I believe I shared a working solution.

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏