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Analyst can't assign request to themselves initially

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One of our analysts is having trouble creating a request and assigning it to themselves at the logging stage. Once the request has been logged, and then opened, they CAN then assign it to themselves.

When I try to do the same, I CAN assign it to them at the logging stage, as can everyone else that I've asked.

At the assignment stage of the Intelligent Capture, they select their team, and either scroll through the list of analysts in that team, or type their name to filter, but neither option shows them  as an option:




Once LOGGED, however, they can then assign it to themselves by selecting the same Team.

Any ideas please?!

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