Customer may open a case stating that they know another colleague in their org had created a user but it cannot be seen.
A customer case might be similar to this statement: "I am not able to see all the users created in RSA Access Management even though I have admin access."
Gather information on the Roles and Org of the BO (Back Office) user who cannot see the created user, and get the role of the person who created this user.
Compare the roles and which orgs that they have access to. If a BO Admin is not at the default level, then that person will not see any other users from Orgs that are at the same level as their assigned Org or Group.