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

Change to Customer

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

To make an Agent a Customer in the current Project:

Select Edit Agents under Administration | Project | 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 you password and click GO.

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

Note

When an Agent changes to a project in which he is a Customer, he can switch back to a project in which he is an Agent without having to log in again. If the user is a Customer in multiple projects, he must first switch back to a project in which he is an Agent to have access to the other Customer projects. 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 project. You must change the default project before you can change the Agent's role to a Customer.
System Administrators can never be changed to a Customer in any project.
If you want to change the user back to an Agent, you must first remove the user from the project (from the Edit Customer page) and then re-add him as an Agent.
When an Agent switches to a project 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 Project and an Agent in another Project, the Agent Project will always became that user's default Project. Also, when you add a customer to a Project and set the role to an Agent role, the new Project will be automatically selected as the default.