Moveworks AI agent currently displays the name of the employee who performed the last activity on a ServiceNow HR ticket. This encourages employees to reach out directly to the assigned agent, rather than keeping all back and forth correspondence within the HR case, which harms traceability and case history.
The proposal with this idea submission is to introduce a visibility control setting within moveworks platform to manage whether the last-activity agent name is shown or completely hide the agent name from being displayed when the case notification is sent to the Moveworks agent.
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This improves privacy and reduces direct, unofficial contact with the assigned agent. Also maintains a complete, auditable log of activity behind the scenes while preserving a clean, traceable ticket conversation for the employee. It helps ensure HR case communications stay within the ticket thread.