API endpoint to promote a Contact to a Self-Service user
under review
A
Arghadip Mustafi
There's currently no direct way to convert a Contact into a Self-Service user - either via the UI or the API. The only workaround is:
- Edit the Contact's email address to an invalid one (to free up the real email)
- Delete the Contact
- Create a new Self-Service user using the valid email
- Reattach the newly created user as a Contact to existing work items.
This is clunky and error-prone. It also risks losing any history or associations tied to the original Contact record, since it's effectively deleted and recreated rather than converted.
A proper promote endpoint would let us handle contact-to-self service user conversion cleanly as part of automated workflows, without manual intervention or the risk of losing linked data.
Kamal Saran
updated the status to
under review
C
Claudine Richardson
Hi Arghadip Mustafi,
Thank you for taking the time to post this — the detail you’ve shared is really helpful. We can see how the current workaround is clunky and introduces unnecessary risk around losing history/associations.
We’re going to review this internally and look into what options we have for supporting a cleaner “promote Contact to Self‑Service user” approach (via UI and/or API). We’ll share an update here once we’ve had a chance to investigate further.
Thanks again for flagging this.