Unable to Find a New User in SupportLogic

Objective

To help users understand why a newly onboarded engineer or user on CRM may not appear in the SupportLogic Console, and explain the conditions under which they become visible.

Issue Summary

Users may observe that a recently added team member on CRM side does not appear in SupportLogic — specifically within the Console, My Engineers page, or in filters used across the platform.

Root Cause

While the user may have been successfully added to the system, SupportLogic requires at least one case to be assigned to that user in order for them to appear in views such as:

• Console

• My Engineers

• Filters (Global and Dynamic)

If no cases are yet assigned to the user, they will not be listed in these areas, even if their profile exists.

Resolution Steps

• Verify User Exists in SupportLogic
  • Navigate to Manage Users or User Management within the SupportLogic platform.
  • Confirm that the new user has been successfully added.

• Check Console or My Engineers Page

  • If the user does not appear in these views, proceed to the next step.

• Verify Case Assignment
  • Ensure that at least one case is assigned to the user.
  • Once a case is assigned, the user will automatically become visible in:
    • Console
    • My Engineers
    • Filters and user-related reports

Key Notes

• This behaviour is expected by design and does not indicate a system error.

• Users are only surfaced in views related to case activity once they are actively assigned at least one case.

Still Need Help?

If you've confirmed that a user exists and has an active case assignment but is still not visible, please reach out to SupportLogic Support with the relevant user details. We’ll be happy to assist further.