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Planview Customer Success Center

One user does not have the options for associated Engagement (Initiative) when entering service tickets

QUESTION:
I have a new user (actually a transfer) that does not have the option to choose the associated Engagements (Initiatives) for her client. I have deleted her older contact record and created a new one under the correct client. Every time she logs into the system to enter a request it pre populates with the older (deleted) contact record. When she removes and enters the correct client record she has no options for the Engagements (Initiatives). However I can enter a service ticket for this person and I can select the correct Engagements (Initiatives). I had her try on my machine logged in as herself and the issue still remains. It appears to be some sort of profile issue within Changepoint. How can I resolve?


ANSWER:
Resource was assigned to a role that did not have access to the proper Billing Office (Cost Structure). This is done in System Manager:

1. Go to Financial Management
2. Go to Billing Office (Cost Structures)
3. Select the Billing Office (Cost Structure) you want to configure.
4. Under Billing Office (Cost Structure) Access, ensure the Role/Resource is assigned