User doesn't appear in assignment group

[tomrw89]

Hi,

We've got an issue where one user doesn't appear within an assignment group so can't be assigned tickets. You can see them within the admin area where they are added. However whenever trying to assign any incidents to them, they don't appear within this group.

We've since tested adding some random users and they all appear as normal.

We've removed all traces of the user from Service Now as well as removing their AD account and then recreating all of this but the issue still remains. 

Would anyone know why this issue is?

Thanks

[Ankita19]

Hi ,

Have you checked filter condition of refernce qulaifier tab of Assignment grp and Assigned to field?

[Saurav11]

Hello,

OOB the assigned to field has a condition that roles is itil which means the user should have itil role to be visible in the assigned to field.

Please check if the user has itil role or not

Please mark answer correct/helpful based on Impact.

[Daniel R2]

@Saurav11 - Hi, i have a similar issue and i have this condition where roles is itil. 
I have removed this condition, then when I go back to an open case, i add a relevant value to the 'Assignment group' field, but when i try to add a user to the 'assigned to' field, the user does not appear. In fact no user appears, when i press the magnifying glass lookup list icon

[ram prasad]

I had same issue. After checking all I see "assigned to"field have few ACLs. 

I have assigned sn_esm_agent role to Group and then I was able to select the user.