Configuring Smart Recorder to exclude customer and contact names from ticket title and description
While creating a ticket using Smart Recorder, when you identify a customer and contacts using the '@' symbol, the customer name and contact names are automatically included in the title and description of the ticket and in the customer and contact fields of the ticket. You can choose to exclude the customer name and contact names from the title and description by changing the default value of a configuration setting, which is a key value in the Smart IT (Smart IT) database. Excluding the names from the title and description ensures there is no redundant information on the tickets, and the searches based on ticket title do not include customer and contact names.
If you upgrade to Smart IT 2.0, and your AR version is 9.0 onward, the configuration parameters are available in the Centralized configuration (CCS). From Smart IT 2.0 onward, change the value of a property in the CCS form to reflect it in Smart IT:
For more information, see Using Centralized configuration (CCS).
If your AR version is below 9.0, the following configuration parameter is available on the CONFIGURATION_PARAMS database table. The details of this configuration setting are as follows:
To change the value of showNameInSmartRecorderCreateTicket key, you must have modify permissions on the CONFIGURATION_PARAMS database table.
The maximum time required for the changes to reflect is 30 minutes, which is the cache time. If you want the changes to be reflected immediately, you must clear the Smart IT cache.