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

[eican]

Did the new user also inherit the required role through the group membership?

Very often the reference qualifier also checks which role a user has so the user needs to be member of the group AND have the role. (e.g. itil)

[mwalpole]

Hi Eican,

The user is now set up exactly the same as a working user, so the group membership and group match as they should do.   We haven't had this issue before with users being added, as I have created all of our users where I work and its always worked find before.

Just to be on the safe side, I gave the new accounts the admin role to ensure they were included, but that made no difference.  

Regards

Marc

[ejaram]

Any chance you can provide a snapshot of the users roles and the group itself?

[mwalpole]

Hi,

Hopefully this works.   The first user works.   The second user doesn't work.   Group shown at bottom, its very much just a collection of users.