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User is customer in Service Management and agent in Software

We have a Service Management solution where some of the customers also are agents in a Software solution. How should they login to the portal(s) in order to work as a customer or agent?

I've also discovered if the customer has a ticket open in their Service Management user ID and reply to notification mails, the solution generates a new ticket. But if their user ID is set to their Software agent ID then i works fine.

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