Agents may be assigned to a specific user from a different existing user in instances where:
- A new user is created for an active Agent in your account
- An Agent is incorrectly assigned and needs to be reassigned to a different user
- Multiple Agents (each for a different device) need to be assigned to a single user
- Reassigning the Agent for an inactive device to an untracked user account to preserve historical data and maintain an organized active device tracking record
Important:
- When an Agent starts reporting activity data, ActivTrak automatically attempts to assign it to the correct user. A new user is created for that Agent if no matching user is found.
- When reassigning an Agent to another user, please ensure all associated identifiers are correctly updated and moved to the new user.
- When you reassign an Agent to an existing user, all historical data is carried over to the selected user. This does not impact license usage.
- You must reassign the Agent before merging Agents associated with different user records. Alternatively, you can use merge User Records to consolidate multiple user records and their Agents in a single operation.
Contents
- Resolve conflicting identifier errors
- Assign an Agent to a new user
- Assign an Agent to an existing user
- Learn more
Resolve conflicting identifier errors
When reassigning an Agent to another user, you may see an error message stating that the reassignment cannot be completed due to conflicting identifiers. Agent reassignment cannot proceed if the original user's identifiers (such as email addresses, UPNs, display names, or employee IDs) still match the currently assigned Agent’s username or alias. These conflicting identifiers must be removed before the reassignment can be completed.
To resolve this error and successfully reassign an agent:
- Follow the same process you would to manage user identifiers
- Remove the conflicting identifier (email, UPN, display name, or employee ID) shown in the error message
- Click Save to apply the changes
- Reassign the Agent to the new user
- (Optional) Delete the original user if they are no longer needed
Note: Removing identifiers from a user before reassignment ensures clean data and prevents conflicts in your Agent management.
Assign an Agent to a new user
You can assign an Agent to a new user using two methods:
Method 1: Create a new user first
The first method involves creating a new user and assigning the Agent during step 4 of the user creation process.
Method 2: Select the Agent first
- Open the Agents Associated with drawer by clicking the link in the user’s Licenses column
- Click on the three-dot menu to the right of the Agent of your choice and select Reassign to new user
- Complete the steps to create a new user; the Agent you selected will be prefilled at the bottom of the drawer
Assign an Agent to an existing user
There are two methods to reassign an Agent to an existing user:
Method 1: Select the user first
- Open the Agents Associated with drawer by clicking the link in the user’s Licenses column
- Click Assign agent and select the Agent of choice
- Click Assign agent to confirm
Method 2: Select the Agent first
- Open the Agents Associated with drawer by clicking the link in the user’s Licenses column
- Click on the three-dot menu to the right of the Agent of your choice and select Reassign to existing user
- Select the user of choice and click Assign agent