Quick Answer
Users who are added to Pinnacle Series but not assigned to a Group will not appear in searches or filters that are scoped by Group, because Group assignment controls that visibility.
What This Article Helps With
This article is for Pinnacle Series Administrators who can't find certain users in Admin Portal searches or filters because those users were never assigned to a Group.
Symptoms
Users who were added to Pinnacle Series do not appear in Admin Portal searches or filters that are scoped by Group.
Cause
Group assignment controls which users appear in Group-scoped searches and filters. A user added to Pinnacle Series is not automatically assigned to a Group, so an unassigned user will not appear in those results.
Resolution
- Identify the users who are not currently assigned to a Group.
- Assign each unassigned user to the appropriate Group, either manually or through a bulk update using a spreadsheet import that includes the Group assignment.
Confirm the previously unassigned users now appear in searches and filters scoped to that Group.
Preventing This for Future User Imports
If you use a recurring import, such as a scheduled spreadsheet or directory sync import, to add users, we recommend configuring it to include a Group assignment so new users are proactively added to the appropriate Group during the import process.