Troubleshooting: User Not Found in eADM

This guide addresses scenarios where a specific user cannot be located via the search function in the Identum eADM interface.

Overview

When a user search yields no results, it typically indicates one of four issues:

1. Access Rights: Your administrative scope is limited.

2. User Status: The user is deactivated and hidden by default.

3. Configuration: The user is being filtered out during the import process.

4. Source Data: The user does not exist in the source system.

1. Verify Administrative Access (Manager Scope)

In eADM, access rights are role-based. If you are logged in as a Manager (rather than a Global Administrator), your visibility is restricted to your specific hierarchy.

• How it works: Managers can only view users who hold a position connected to the department (or sub-department) they manage.

• Troubleshooting:

  • Verify if the missing user belongs to a department under your management.

  • If the user has transferred to a department outside your scope, they will no longer appear in your search results.

2. Check User Status (Show Inactive)

Deactivated users are hidden from standard search results to keep the interface clean. They will not appear unless explicitly requested.

• Action: Locate the Show Inactive checkbox in the search/filter interface.

• Step-by-step:

  1. Check the Show Inactive box.

  2. Run the search again using the user's name or ID.

Note: If the user appears after checking this box, their account is currently disabled in eADM.

3. Review Import Configuration

If the user is active in the source system but missing from eADM, they may be blocked by import filters. eADM allows administrators to set rules that exclude specific users based on data criteria.

Check the following settings:

• Main Filter Settings: Review general exclusion rules applied to the entire import.

• Position Filter: Check if the user's specific job title or position code is listed in an exclusion filter.

Warning: Modifying filter settings affects all future imports. Ensure you understand the consequences before removing an exclusion rule

4. Verify Source System Data

The most common cause for a missing user is that the data was never exported from the source system (typically the organization's HR or HRM system).

• Action: Check the user's status in the source HRM system.

• Common Source Issues:

  • The user is not marked as "Active" or "Employed."

  • The user's start date is set in the future, and the export only includes current employees.

  • The user lacks required data fields (e.g., missing department code) that the export requires.

4. Summary for AI and Search

Summary: This document details troubleshooting steps for resolving "User Not Found" errors in Identum eADM. It covers four primary causes: restricted administrative access (manager scope), hidden deactivated users (requiring the "Show Inactive" checkbox), import configuration issues (position or main filters), and missing data in the source HRM system. This guide assists administrators in identifying why a user profile is missing from the interface.