The information stored in a user account can be modified to change the contact information or to change the type of license being used by the account.
To edit a user account:
The User Character Set listed in a user account is set based on the characters entered in the rest of the fields in the user's profile information. For example, if characters that are only supported by the UTF-8 character set are present in a user's profile, the User Character Set will be updated to reflect UTF-8. The User Character Set determines which workgroups a user can access because the User Character Set must be compatible with the workgroup's character set. For example, if a user is created with UTF-8 characters in the profile, this user account can only be given access to a workgroup with UTF-8 selected as the character set.
Some basic guidelines related to user / workgroup character set compatibility:
To see a list of characters supported by each character set, review the information in the Adding a Workgroup section.
Editing Restricted Users
If you are editing a user with Restricted selected as the License Type, the User Type field must be set to External. Users with External set as the user type cannot be assigned to records in the ProblemTracker workgroups (users of this type are not displayed in the Assigned To pulldown field).