Additional users were created for a customer under
Top > Account Director > Customer Manager > Customers > Customer > Users
When an additional user logs in and submits a support ticket (via integrated Kayako support suite), he is not identified, the ticket is submitted by an 'OBAS customer' and not by that specific user.
Such behavior was classified as the software issue PBAS-29969 and will be considered for fixing in future OBAS releases.
Please consider watching Odin public sources for information about updates in our products:
Knowledge base, each product update comes with a corresponding KB article.