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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / User not appearing in ...
Service | Customer Service, Contact Center, Fie...
Answered

User not appearing in search results when trying to assign case

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Posted on by Community Member

This issue started this morning. I was attempting to assign role of case owner to one of my coworkers. However, when I searched for her, no results were returned. Her name is 'Caitlin;. 

When trying to do this from the "Research" stage in P-t-C Process, no records are found. 

Opera-Snapshot_5F00_2020_2D00_04_2D00_21_5F00_125945_5F00_uit.crm.dynamics.com.png

Same thing when trying to do this on the record itself:

Opera-Snapshot_5F00_2020_2D00_04_2D00_21_5F00_130224_5F00_uit.crm.dynamics.com.png

Despite not having changed views, I decided to change to "Application Users". Still no records found.

Opera-Snapshot_5F00_2020_2D00_04_2D00_21_5F00_130318_5F00_uit.crm.dynamics.com.png

Despite her being an Active Application User in the system:

Opera-Snapshot_5F00_2020_2D00_04_2D00_21_5F00_131040_5F00_uit.crm.dynamics.com.png

And other cases being assigned to her in the past (as recently as yesterday)

Opera-Snapshot_5F00_2020_2D00_04_2D00_21_5F00_130704_5F00_uit.crm.dynamics.com.png

Can anyone help me with this issue? Any assistance is much appreciated. 

  • Verified answer
    LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at
    RE: User not appearing in search results when trying to assign case

    Hi partner,

    Please check the following parts.

    1.If your security role has the organization level on User Read, append to, append, assign permission.

    pastedimage1587541852544v1.png

    2.Go to "Application Users" view and check if "Caitlin" is in it.

    3.Go to User list and Advanced Find to search "Caitlin" and if there is any useful results.

    Regards,

    Leo

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