Virtual Agent creating HR cases as guest

annamkanton
Tera Contributor

Hi,

In our instance, Virtual Agent is creating HR cases with Opened by = guest instead of the real employee.

How can I trace the actual user behind these cases, and how do I prevent HR cases from being created as guest in the future?

 

Thanks!

13 REPLIES 13

RaghavSh
Kilo Patron

Which topic are you using to create HR case? is that OOB topic?


Raghav
MVP 2023

@RaghavSh the topic is HR General Inquiry, I believe its OOB

@annamkanton That shouldn't be the case, if your used is logged into SN instance it should be created by/opened by user's id.

Is your user using VA from portal?


Raghav
MVP 2023

@RaghavSh we have VA available in portal. The portal is accessible from teams as well.