What’s happening?
The system account "# SSSAdminProd" is appearing as the user who modifies cases from queues and is listed as the owner of newly created records. Some users are unable to view these records.
Reason:
The ARC rule or Power Automate flow is configured to run under the context of a specific user account, often a system-level Application User like # SSSAdminProd. When the ARC rule or flow is executed, records created or modified by this user are attributed to # SSSAdminProd as the Owner or Modified By user. If # SSSAdminProd is the Owner of the ARC rule or associated flow, it will appear as the user performing actions like:
- Creating new contact records when unknown senders send emails.
- Creating cases as part of email-to-case.
Contacts or cases created by #SSSAdminProd may not be visible to regular users due to security roles or legal entity restrictions.
Resolution:
If the #SSSAdminProd account is causing undesired ownership of records:
- Go to Customer Service Admin Center > Case Settings > Automatic Record Creation and Update rules. Reassign the owner of the ARC rule to an appropriate user or service account with the required privileges.
- Save and publish the rule.
For more details on special system users and ARC rules, refer to the following documentation: