Why are not all of the users assigned to a group showing up when we pick the group for assigning incidents?

[mwalpole]

Hi,

We have tried adding a new user today to one of our groups, to assign him calls on our helpdesk team.   However it seems he doesn't show up on the incident as a choice.   I checked the group had him within it and he was definately there.

I repeated this process with another identically named new user, another different named user and also I tried adding myself, a long term user to the group, all to no avail.

Has anyone else come across this happening, and if so, can you advise what might be causing it?   I was able to remove users from the group without any issues.

Regards

Marc

[ejaram · Accepted solution]

Have you tried adding the role to the group instead of the user? So the user inherits the role from the group? From the screenshot of the group, it looks like there are no roles on it. Also check what 'Type' is on the group and, if there is one, remove it.

[JordanLind]

Hi.   Your second user does not have the ITIL role assigned.   I like EvanJ123's suggestion to add the role to the group and let the users inherit that role.

[mwalpole]

Hi Evan and Jordan,

It does seem it was the ITIL user bit missing as it is working now.   Its strange as my own account worked just fine in a different group.

Many thanks for your help.

Regards

Marc