How to configure support agent anonymity

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

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.