We have a situation currently where our helpdesk search for a logged on user in VSA and are unable to find them if the user has used the "switch user" function in windows and logged in. VSA will show info of last logged on but and not the actual current user calling with the issue. Is this something that can be fixed?

Can the agent work for both sessions or ideally know that the current user is the active one on that PC ?

Essentially we wanted to know if there was a workaround or if we needed to think about turning off the "switch User" as a windows function of our domain to resolve?

Our clients are mostly Windows 7 32 bit