Is there a way to figure out who exactly raised an incident.

[phr]

Hi All,

There's an incident raised by the person who isn't a part of ServiceNow through channel virtual agent.

Currently when we checked the logs and history it shows as "Guest" in ServiceNow because the raised person isn't a part of ServiceNow . Is there an alternative solution as to figure out who raised an incident.

[Rajesh Chopade1]

Hi @phr 

No, there no way to check that.

ServiceNow OOB shows as "Guest" user when nothing match in user table.

thank you

Rajesh chopade

[Musab Rasheed]

If it is through Virtual agent then check 'Interaction' table and check for the created incident record you may get something.

https://instance/interaction_list.do?sysparm_clear_stack=true

[Sandeep Rajput]

@phr Please navigate to the Transaction Log Table (syslog_transaction), filter the table with the date and time when the incident was logged and user is guest. From this table, you can get to know which IP was used by the guest user to log the incident. 

You can use the IP address to track the user.

Please mark the response helpful and accepted solution if it manages to address your question.

[swathisarang98]

Hi @phr ,

Please go through below article which explain about guest user,

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0683896 

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang