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This documentation supports the 23.3 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.
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 BMC Helix ITSM 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.
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 server cache.
