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Why someone is missing from a dynamic Group

Applies to user roles: Account Owner

Available on platforms: Vatix Workspace web app

When a dynamic Group is smaller than you expected, the cause is almost always the rule or the data behind it, and the causes below are in the order worth checking. This applies to dynamic Groups only: in a manual Group membership is whatever you have added, so open the Group and add the person. See 'How to create a manual Group and add its members'.

Possible causes and fixes

The Group has not recalculated yet

A dynamic Group recalculates in the background after someone's details change, so it takes a moment rather than updating instantly. Give it a moment and check the members list again.

The detail the rule needs isn't set on their record

A rule can only match on what's actually recorded against the person. A new starter whose department hasn't been filled in won't match a rule for that department.

  1. Go to 'Settings' > 'Organisation' > 'Users' and open the person's record.
  2. Check the fields your rule uses, for example department, site, region or employment type.
  3. Fill in anything missing and save. The Group picks them up shortly afterwards.

If you have several people to correct, it's quicker to update them in a bulk user upload than one at a time. See 'How to add users to your Vatix account'.

The rule isn't matching who you expect

  1. Go to 'Settings' > 'Organisation' > 'Groups', open the Group, and click 'Edit' to read the rule back.
  2. Check the 'and' or 'or' setting between the conditions. A rule joined by 'and' requires every condition to be true, which is the usual reason a Group is smaller than expected.
  3. Remember that 'is not' and 'is none of' also match people with nothing recorded in that field, which can make a Group larger than expected.
  4. Use the preview under the rule to see exactly who it catches before you save.

Their account is deactivated

Deactivated users are hidden from a Group's member list and from its member count, and they stop receiving anything the Group grants, so a deactivated person looks as though they have left the Group.

Their membership is kept rather than removed. Reactivate the account and they are back in their Groups straight away, with no need to edit the rule or add them again.

They are in the Group but haven't received the work

A Group can only assign work to people who hold the licence for that module. Someone can be a full member of a Group and still not receive an acknowledgement request, an Event, or a Scheduled Audit because they have no licence for it. Check their licences in 'Settings' > 'Organisation' > 'Users', and see 'Where you can use a Group' for how each place behaves.

This one applies to manual Groups too.

Still not working? Open the Group's 'History' tab. It records every join and leave with the reason, which usually shows what happened. If the history doesn't explain it, contact Vatix support with the Group name and the person's email address.

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