Issue
When you search for a user in the ticket Requester field, the user does not appear in the results, even though the account exists in NinjaOne.
Environment
NinjaOne Ticketing
Cause
The Requester field does not return all NinjaOne users. Results are filtered based on your permissions and the user's account configuration.
Solution
Use the following checklist to identify the cause and resolve the issue.
- Confirm the account is activated and not deleted: Deactivated and deleted accounts do not appear in the Requester field.
- Confirm the user has an assigned organization: If the user has no assigned organization, they will only appear in the Requester field for sysadmins and for technicians with View permission on all clients in the division. Assign an organization to the user, or confirm your role includes the necessary division-wide permission.
- Confirm you have View permission on the user's organization: If the user belongs to an organization outside your permission scope, they will not appear in the Requester field. Contact your administrator to verify your organization-level permissions.
- Confirm you hold the System_EndUserSharing permission: Without this permission, users will not appear in the Requester field regardless of organization assignment. Contact your administrator to verify your role configuration.
The following factors do not affect whether a user appears in the Requester field:
- SCIM provisioning: Users provisioned through SCIM behave identically to accounts created natively in NinjaOne once provisioned.
- Login history: A new account that has never been used will appear in the Requester field, provided the account is correctly configured.
Additional Resources
Refer to NinjaOne Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.