How to configure support agent anonymity

You can configure Service Management for support agent anonymity. When this feature is enabled, the anonymous agent appears as Support Agent in all chats and comments on the Service Portal, as well as on notification emails.

To set up support agent anonymity:

  • Enable agent anonymity in the Service Portal feature settings. For more information, see Enable agent anonymity.

  • In notification templates, references to agent information must be modified to display the anonymous support agent.

    Note If you customized any of the following out-of-the-box notification templates to include agent information, you must modify these references:

    • Template Definition for create request

    • Template Definition for deny request

    • Notification template for abandoned chat

    • Template Definition for approve request

    • Template Definition for sending solution and completion code

    • Template Definition for open request with anonymous agent details

    To modify the reference to the agent, do the following:

    • Replace the reference to ${:entity.AssignedToPerson.FirstName} with ${agent.FirstName:entity.AssignedToPerson.FirstName}

    • Replace the reference to ${:entity.AssignedToPerson.LastName} with ${agent.LastName:entity.AssignedToPerson.LastName}.

    • In the From email and From name fields, delete any references to the sender's email address and name. When From email is empty, Service Management sends the notification from the anonymous email, sma_noreply@microfocus.com.

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