Anonymizing agent names to ensure agent privacy for your line of business

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.

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. 

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.

1. Log in to BMC Helix Business Workflows as a case business analyst, and click Settings .

2. Click Line of Business > Manage Line of Business.
3. On the Application Configurations tab, click HIDE_AGENT_NAME_FROM_REQUESTER.

4. On the Edit configuration page, enable the hiding of the agent name by selecting .

5. 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 your line of business, you must define an alias for the agent name.

To override the out-of-the-box alias, and define a new alias, complete the following steps:

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

2. Click Line of Business > Manage Line of Business.

3. On the Application Configurations tab, click AGENT_NAME_ALIAS.

4. Specify a Configuration Value for the alias.

5. Click Save.