Virtual Agent creating HR cases as guest

[annamkanton]

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!

[RaghavSh]

From both Teams/ portal its getting created from guest user?

[annamkanton]

not all the cases , but recently there is one case created by guest user ,we need to find who is the actual user and how it happened.

[RaghavSh]

Is your portal page public or can users use that without login?

anything created with guest user in SN , when non logged in user or user who's profile does not exist in SN user table do any transaction.

check if your portal is available for non logged in users

[annamkanton]

Only logged In users can access our HR portal

[RaghavSh]

@annamkanton In that case the transaction should have come from teams. so one way to check this is time of creation of case and find the conversation  in "sys_cs_conversation" table during that time.

You will find consumer and customer account fields on "sys_cs_conversation" table which can help you to troubleshoot.