I recently merged 2 contacts, 1 contact that was imported (with historical tickets attached) and 1 contact that is newly created by help desk user. Tickets from both contacts are consolidated into 1 contact, however help desk user can no longer login to Self-Service. Checked Help Desk User and saw a RED flag at the corner of user's name, any idea what that means?

I tried to RESTORE but the RED flag is still there.

Thank you

Maureen