This documentation supports the 20.08 and 20.08.01 versions of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



Anonymizing agent names to ensure agents privacy

Case business analysts can anonymize agent names in comments that are added from BMC Helix Business Workflows to BMC Helix Digital Workplace Advanced service requests. You can anonymize agent names in chat conversations that occur through Live Chat. You can anonymize agent names at a global level or for specific companies.

When you anonymize agent names, a predefined alias that BMC Helix Business Workflows provides for case agent names is used. By using an alias, you can protect the privacy of agents and also ensure that all comments are shown as added by a single, common entity. The alias name is displayed as the case agent name to the user when a case agent interacts with a user through chat.

To anonymize agent names

To anonymize agent names, use the HIDE_AGENT_NAME_FROM_REQUESTER setting. Out of the box, the setting is set to false at the global level and cannot be modified.

To enable the setting at a global level or for specific companies, you must add an instance of the setting with the value as true by completing the following steps:

  1. Log in to BMC Helix Business Workflows as a case business analyst.

  2. Click My Application Settings .
    The Settings page opens in a new browser tab.

  3. Expand Application Configuration, and click Common Configurations.

  4. Click HIDE_AGENT_NAME_FROM_REQUESTER.

  5. In the Configuration Values pane, click Add.

  6. To configure the setting at a global level, from the Company list, select Global.
  7. To configure the setting at a company level, select the company.
    When you anonymize agent names at a company level, the Global false setting is overridden for that company. For other companies, case agent names are not anonymized.

  8. To anonymize agent names in BMC Helix Digital Workplace Advanced, select .

  9. Click Save.

To add an alias for agent names

When you anonymize the agent names, the default alias Case Agent that BMC Helix Business Workflows provides is used as the agent alias name. If you anonymized agent names for specific companies, you must define an alias for each company for which the setting is enabled.

To override the out-of-the-box alias, and define a new alias, use the AGENT_NAME_ALIAS setting by completing the following steps:

  1. Log in to BMC Helix Business Workflows as a case business analyst

  2. Click My Application Settings .
    The Settings page opens in a new browser tab.

  3. Expand Application Configuration, and click Common Configurations.

  4. Click AGENT_NAME_ALIAS.

  5. In the Configuration Values pane, click Add.

  6. Specify a Configuration Value for the alias.
  7. To add an alias for a company, select the Company.
  8. Click Save.
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