This can be caused by multiple issues, but most likely the user was not matched successfully or is not in scope. There are several steps to check the user accounts.
Once it has been verified that the user objects exist, open the environment pair and find the matching attribute. Verify that the source and target user matching attribute actually matches.
Verify there is a matching workflow that the client has ran to attempt to match the users.
Contact Product Support inf you are still having an issue.
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