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affected user not displaying in portal for IR but does show up in SCSM console IR

Mike_StormsMike_Storms Customer Adept IT Monkey ✭✭
we have a user that is not showing up when enter his id/name in the affected user field for IR in the portal... however he does show up if i use the SCSM console affected user.... he is valid in AD and the AD connector is running fine.... any ideas on how we can fix this? Portal version 5.0.5
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