What is the difference between users and contacts

[Tramell Jones]

What is the difference between users and contacts?  I have a list of contacts which i thought where part of the user list, when I try to create new users it's creating duplicates.

[Jaspal Singh]

Hi Mario,

You can get an xml export done for the user record from contact table. Open the xml & replace customer_contact with sys_user & do an import of XML again.

Also, ensure you remove the associated snc_external or customerservice roles from the user's profile to ensure OKTA SSO works.

[DirkRedeker]

Hi @Mario Escalante 

Did you elaborate my proposal on your issue, because this will work for sure.

I was once facing exactly the same issue when I started with CSM.

Give it a shot and let me know. Mark as helpful, if you proceed.

BR

Dirk

[Swapnil Soni1]

Hi,

Normally, now every Contact will be able to log in. You need to fill in the "UserID" field of the Contact record, to allow that user to login. On the other side, Users are the basic objects and intended to log on to the system, whereas a Contact primarily MAY be a user to log in.

Technically a user is a record of the table sys_user and contact is a record of a customer_contact table . Due to conditions and constraints along the platform, you should assign the class accordin to their functions eg. if you want to assign to a specific person it can or can't be visible on your list depending of the class. (this happened before, between incident and case).

Best practices saying all technicians should be a user class and all customers should be customers.

Please mark correct or helpful.

Thanks

Swapnil

[Gino Legacy]

We've implemented VRM and are using user class=Vendor Contact.  We are trying to add a new Vendor Contact to a Company record, but that contact already has a User record as this vendor works in our ITSM module as well.  Can a user class be both user and vendor contact - I don't think so right?

The solution I'm proposing, although not ideal, is to add the user related list to the company form (Vendor Contact is already a related list of the company form) - if a user record does not exist, they can create a new vendor record under the vendor contact related list.  If a User record already exists, they would Edit/Add it to the user related list.  Being new to VRM, I'm not sure what implications this would have or if it's a reasonable solution - please let me know.

I'm also wondering what would happen if a vendor contact needs to start using one of our other modules as a user - would there be any implications to any of the VRM records they were linked to if we convert that vendor contact to a user (by changing class=vendor contact to class=user)?