Is someone missing from your hierarchy? Here are some troubleshooting options to help you discover the culprit.
Has a user with direct reports been deleted?
There's an easy way to find out! If a manager, or someone with direct reports beneath them in the hierarchy, has been deleted from the Platform, their direct reports won't populate. To check:
Go to Settings > Hierarchies > Select affected Hierarchy > Click the Preview tab
This issue is indicated by an error message that says "Orphan nodes removed from hierarchy". To fix the issue, assess your hierarchy and ensure that your hierarchy reflects your org and that any user with direct reports that was deleted is replaced or its direct reports are restructured elsewhere.
Has your org added a new user, but not updated your custom hierarchy? (Custom Hierarchy users only.)
When you add a new user to the Platform, be sure to update your existing Custom Hierarchy so the new user is reflected in the hierarchy.
If you run into any issues, please contact support.
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