000035841 - A new user created with access management doesn't appear in case managers's "Manager Operator" menu in RSA Adaptive Authentication (Cloud)

Document created by RSA Customer Support Employee on Jan 2, 2018
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Article Number000035841
Applies ToRSA Product Set: Adaptive Authentication (Cloud)
RSA Product/Service Type: Adaptive Authentication (Cloud)

IssueAA Cloud - New user created with access management doesn't appear in the case Manager's "Manager Operator" menu  
Resolution In AA Cloud. RSA use ldap authentication and with this implementation, operators are visible in Manage Operators list only if they were logged in at least once.
A newly created operator that did not login into the application at all, it’s possible one will not see the operator in the manage operators list. 
After logging in as a new user. it was found that the new user wasn’t initially displayed in the operator list (when logged in as admin.) However, to get the user to display in the operator list one has to log in as the new user and then click on the Process Queue tab (when the user first logged into CM as the new user, it defaulted to Research Activities,) Once this is done. one can see the new user in the operator group list. It seems then as though the user has to do the action within the case manager function before they are recognized as an operator even though the user has been assigned to the “operator” role.