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 

share your script and what DOM manipulation you did

Also did you mark Isolate Script = False for your client script to allow DOM

[Ankur Bawiskar]

@samirmeroua 

if you still require then you need to use DOM manipulation which is not recommended.

Recently I shared solution for something similar to hide images from activity stream, check that and enhance it to hide name of agent

Hide Image Activities from RITM 

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