Resolving Missing User Records in Elevate SX

Introduction: 

In certain cases, a user may appear in Core SX but not in Elevate SX, even under the Disabled Users list. This article provides the steps to verify, restore, and re-enable such user accounts to ensure consistent access and alignment across both platforms.

Steps to Resolve:

1. Verify User Availability:

   • Check if the user is missing from Elevate SX, including the Disabled Users list.

   • Confirm that the user exists in Core SX in the Manage Users page and check if they are available in Agents Insights page.

2. Create a CRM Ticket:

   • If the user is not found in Elevate SX but is available in Core SX, create a ticket in CRM for the missing user.

   • Include relevant details such as username, email, and associated role.

3. Wait for System Sync:

   • Allow 24 hours for the system synchronization process to complete.

4. Recheck Elevate SX:
   

   • After 24 hours, check the Disabled Users list in Elevate SX again to confirm if the user appears.

5. Re-enable and Configure Access:
   

   • Once the user appears in Elevate SX; Enable the user account.

   • Add the appropriate profile based on the user’s access level and permissions.