Virtual Agent creating HR cases as guest
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09-02-2025 09:32 PM
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!
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09-03-2025 01:01 AM
Which topic are you using to create HR case? is that OOB topic?
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09-03-2025 06:33 AM
@Raghav Sharma24 the topic is HR General Inquiry, I believe its OOB
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09-03-2025 07:16 AM
@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?
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09-03-2025 07:19 AM
@Raghav Sharma24 we have VA available in portal. The portal is accessible from teams as well.
