Somebody at a client reports that Avvi cannot find a colleague who plainly exists. The colleague is almost never missing.

Avvi searched only the people that account is allowed to see. The refusal says so, in a phrase most people read straight past.

Two causes account for nearly all of these, and only one of them is yours to fix.

Symptom

The user quotes a message reading: “No users found matching “name” within your authorized scope. Please try a different name or provide the full email address.”

Or Avvi offers a short list of near matches and asks which one they meant.

Cause

The phrase about authorised scope is the whole explanation. That account can see a defined set of people, and the colleague is outside it.

The set comes from the group mapping you configured on that client. A person outside every group that account may manage is invisible to its searches, even though both work at the same company.

The other cause is spelling, and it looks different. A near-match list means the search reached the right set of people and found nobody exact. That is a name problem rather than a permission one, and somebody recorded as Katherine but known as Kate produces it constantly.

Fix

1. Ask which name they used and whether Avvi offered near matches. That single answer separates the two causes.
2. If near matches appeared, have them reply with the number, or use the colleague’s full email address. Nothing needs changing at your end.
3. If nothing was found at all, open the client from My Clients, then User Access Control.
4. Check which user groups the person’s account is mapped to manage.
5. Add the group the missing colleague belongs to, if that account should reach them.

Ask the user to try again after the mapping saves. Nothing needs restarting.

If something doesn’t look right

If a control is greyed out, your account is not allowed to change it. The setting is not broken and nothing is missing from the page.

If a setting is absent rather than greyed, the feature is switched off for your whole organisation rather than for you.

If the mapping looks correct and the search still finds nobody, check the colleague is actually in the group you think. Group membership comes from the client’s own security groups and a recent change there has to reach Avvi.

If they can find the colleague by email address but not by name, that is spelling rather than scope, and no mapping change will help.

FAQ

Q: The setting is greyed out and I cannot change it.

A: Your account is not allowed to change that setting. Ask an administrator with full access to change it for you, or to add your group to the permission.

Q: Does this mean the person does not exist?

A: No. It means nobody matching was found among the people that account is allowed to see.

Q: Why can one colleague find them and another cannot?

A: Different accounts are mapped to different user groups. That mapping is set per client and is yours to change.

Q: What is the quickest workaround?

A: The colleague’s full email address. An address is exact, and it sidesteps both causes at once.