Troubleshoot displaying dotted-line subordinates in SharePoint Online

By default, dotted-line subordinates are not rendered for a user profile data source in SharePoint Online. To do that, you need to follow this instruction. In general, there are three main steps:

to configure a managed search property,
to update user profiles,
to wait.

If you waited for more than a day and the subordinates still do not show up, follow the troubleshooting steps below.

Check SharePoint search

Org Chart uses default SharePoint search engine. If it does not return dotted-line subordinates, Org Chart cannot render them. To ensure that the search works correctly, load the URL below in your browser replacing:

DOMAIN with your domain,
ACCOUNT_NAME with the account name of a dotted-line manager.

https://DOMAIN.sharepoint.com/_api/search/query?querytext='DottedLineManager: *ACCOUNT_NAME*'&sourceid='B09A7990-05EA-4AF9-81EF-EDFAB16C4E31'

It will load an XML file. Save it and search for dotted-line subordinates. If you can find the required accounts, the search works properly and most likely, it is a bug in Org Chart. Otherwise, there is an issue with the SharePoint search: either it is not properly configured or it does not work. In this case, we would advise to contact a Microsoft support.

Update Org Chart

To ensure that your Org Chart includes all published fixes, keep it up to date. Compare its version with version history and if yours is not the latest, update Org Chart. Download the latest package here and upload it to a SharePoint app catalog. Clear browser cache and refresh Org Chart.

Contact Plumsail support

If the issue still persists, contact our support at support@plumsail.com. In your request, please provide:

the XML file with the search query,
a screenshot with the current Org Chart version,
a screenshot of the dotted-line manager from the query, all rendered subordinates should be visible.