You are here: Chapter 7: Configuration and Administration > Workspace Administration > Users & Roles > Change to Customer

Change to Customer

When an existing Agent is added to a new Workspace, by default, the Agent receives the same user role that he has in his default (or first) Workspace. It is possible to make an Agent (or user with another custom Agent-type role) a Customer in another Workspace. This allows the user to act as an Agent in their default workspace, creating Issues, getting assigned to Issues, adding to the Knowledge Base, etc., while allowing him to submit Requests as a Customer in another workspace.

To make an Agent a Customer in the current Workspace:

Select Edit Agents under Administration | Workspace | Users & Roles on the FootPrints Toolbar.
In the Change to Customer section at the bottom of the Edit Agent page, select a Customer role for the user.
Enter your password and click Save.

The user is now a Customer in the current Workspace, but still an Agent in his default Workspace.

Note

When an Agent changes to a workspace in which he is a Customer, he can switch back to a workspace in which he is an Agent without having to log in again. If the user is a Customer in multiple workspaces, he must first switch back to a workspace in which he is an Agent to have access to the other Customer workspaces. This prevents conflicts with Address Books that have different primary keys.

Restrictions on Changing Agents to Customers

An Agent cannot be a Customer in his default workspace. You must change the default workspace before you can change the Agent's role to a Customer.
System Administrators can never be changed to a Customer in any workspace.
If you want to change the user back to an Agent, you must first remove the user from the workspace (from the Edit Customer page) and then re-add him as an Agent.
When an Agent switches to a workspace in which he is a Customer, the Agent must log out and log in again to switch back to being an Agent.

Note

If a user is a customer in one Workspace and an Agent in another Workspace, the Agent Workspace will always became that user's default Workspace. Also, when you add a customer to a Workspace and set the role to an Agent role, the new Workspace will be automatically selected as the default.

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