We’ve developed an integration using the OAuth flow, where the access token is used to create and update Interaction records in ServiceNow. However, when we update the Notes field on an interaction, the record reflects that it was created or modified by the user who originally set up the OAuth integration, rather than the logged-in agent. The agents access the system through CTI using Openframe, and their usernames should ideally appear as the modifier instead.
How can we configure this so that the agent’s username is displayed instead of the integration user’s?
Please note that in our Contact Center setup, agents and admins have different privilege levels.
