Overview
If a person or User Group does not appear when someone assigns work, check the context of that Assignment. The options depend on the person creating it, its target Locations and any Assignment Definition restrictions.
Compare the same Assignment setup with the affected User. A Super User’s list is not proof that another person should see the same choices.
At a glance |
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Who can do this | Super Users; User Groups › Modify, Locations › Modify or Organization › Administrate, depending on the change. |
Where | Assignments, User Groups and Locations |
Works on | Backend (web) |
Availability | All organizations |
💡 Why this matters: Assignee eligibility is separate from permission to create work. Checking each restriction avoids granting broad access that still does not fix the missing option.
Record the affected setup
Whether the problem occurs in the Backend or Mobile app.
The person creating the Assignment and the missing User or User Group.
The target Location or Locations.
The selected Assignment Definition, if your organization uses definitions.
Check the eligibility rules
1. Check Location membership
Confirm that the intended assignee has access to the Assignment’s target Location. For a User Group, check the access of its members. With multiple targets, eligibility is checked across the target Locations, so test the actual selection rather than just one familiar Location.
Use Location membership to correct a genuine access gap. Do not add unrelated Location access simply to make an assignee appear.
2. Check the User Group
Open the relevant User Group and confirm it is enabled for Assignments. A group that can receive Checklists is not necessarily enabled to receive Assignments. Also confirm the intended person is active in the organization.
3. Check delegation
In the Mobile app, review the creator’s User Groups and their Delegable User Groups. Delegation has a direction: allowing one group to delegate to another does not automatically allow the reverse.
Backend visibility can also depend on Users › View and User Groups › View. These permissions do not replace target eligibility or restrictions on the selected definition. See Delegable User Groups.
Check the Assignment Definition
If Assignment Definition functionality is enabled, inspect the selected definition under Configuration › Assignments › Assignment Definitions. Check Who can be assigned and Limit type of assignee to. A definition can restrict choices to particular assignees, individual Users or User Groups.
⚠️ Heads-up: Who can resolve controls a different action. Changing who may resolve work does not automatically make someone eligible to receive it.
Definitions require the add-on to be enabled and configuration access, normally Organization › Administrate or Super User access. Follow Assignment Definitions for changes; skip this check if your organization does not use them.
Retest the intended choice
Reopen the Assignment editor with the same target and definition, using the affected account. Confirm the option now appears. Save only work you actually intend to create.
If it still fails, send Support the recorded setup and which checks passed. Include whether the choice is missing entirely or appears but cannot be selected.
Best practices
Compare the affected person’s choices with the exact same targets and definition.
Keep delegation rules aligned with the teams that hand work to one another.
Review the scope of a shared definition before relaxing its assignee restrictions.
Frequently asked questions
What permission lets someone assign work to another person?
Creation permission is only part of the check. The intended assignee must also be eligible for the target, delegation rules and any definition restrictions. See Delegable User Groups for the delegation setup.
Why can’t I assign an Assignment to a User Group?
Check that the User Group is enabled for Assignments, has eligible members at the target Location and is allowed by the selected definition. Checklist assignability alone is not enough.
The User can access the group, so why is it still missing?
Group visibility does not guarantee Assignment eligibility. Compare the Location targets and definition restrictions, then check the creator’s delegation setup in the surface where they are assigning the work.