Hi
The best way is to rename the old userID. The Sys_ID is the key. If you rename the old user, then the sys_ID stays and all records associated to that user are still there and still relate to that user (ideally with different middle name, department, etc all which are still there). So Stan becomes SSmith-obsolete1
Then the new user, Silvia, gets created with that same userID, SSmith, but a new Sys_ID automatically.
This all assumes you cannot change the AD process as you mention. I am not sure deleting the AD user is a good idea either. Normally they just become inactive and moved to a different OU. If you delete them in AD, just like in ServiceNow, you lose all the links to what they have done. Plus really awkward if you recall/rehire them. In the case above, if Stan comes back, he loses out on Smith and will need to be SSmith1.
First, the Contact table is just available, if you installed "Customer Service Management (CSM).
Contacts are used to be persons of any company, that takes part in your CSM Portal.
As Contacts are stored in a table which is EXTENDED by the sys_user table, you will find all contacts also in sys_user.
You can have a look at the "class" column (see screenshot below), to find out, if a record is a "Contact" or a "User".
Normally, now every Contact will be able to LogIn. 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.
If you want to "CONVERT" a user to a Contact, you just need to UPDATE the "CLASS" column of that particular User Record to a "Contact".
also,you will get duplicates (caused on the table inheritance).
Mark my answer correct & Helpful, if Applicable.
Thanks,
Sandeep
