This would happen if the agent is not enabled with Okta access on SAML or Dashboard access. Refer to the below screenshot,
Please check if the specific account has been added to the SupportLogic instance under Control centre >> Manage users >> Search with the user email.
Additionally if the person has been added to CRM or if you have shared any cases, they may be available under swarming users.In that case, please navigate to swarming users to provide them profile and dashboard access.
Kindly request the admin to enable Okta access and Dashboard access to sort this issue.
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