Problem

Access Facilitator and Stellar staff names should not be appearing for any notes they add in the customer's view of the timeline.  Why then are their examples where Access Facilitator and Stellar staff names are appearing for notes in the timeline?

Solution

Access Facilitator and Stellar staff names will appear if they add notes to a case via customer impersonation. In this mode they are acting on behalf of the customer and these notes are treated as customer notes not regulator notes. All case notes should be added as a regulator in the regulator's view of the case.