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!

[annamkanton]

The conversation also shows guest

[Raghav Sharma24]

Check the Device type field for this conversion?is it Teams?

[annamkanton]

Device Type is Web Client for that conversion

[Raghav Sharma24]

@annamkanton then somehow your non loggedin or inactive users are able to land on portal/ or VA is present on some public page.