Now Assist AI Agent updates to Incident shows AI did it instead of the user in the activity log
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3 weeks ago - last edited 3 weeks ago
We were using the Check Ticket & Support Status Topic for checking the status of an Incident, but were informed by SN Support that this topic will be depreciated and advised we should use the Request AI Agent for the same functionality.
We are now facing a bigger issue where the updates to Incidents in the activity log are being displayed as updated by AI instead of the user adding the comments.
Attached screenshot shows the Incident being updated using:
1. Check Ticket & Support Status Topic , where the updated by shows the name of the admin
2. Request AI Agent, shows the updated by as AI.
Has anyone encountered this issue or have any suggestions/work around ?
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3 weeks ago
- Request AI Agent and Now Assist AI Agents act autonomously and perform record updates as a system AI identity, not as the end user.
- When an AI Agent writes to an Incident (comments, work notes, state changes), the audit trail correctly records the updater as “AI”, because the update is executed by the agent, not impersonated as the user.
Hope This helps
Regards
RP
