The most common cause is that the unit hasn't been enabled on that specific Request Form yet.
Work through the steps below in order.
Step 1: Check whether the unit is enabled on the form
Business Units work differently for Projects and Requests. A new unit is available for Projects immediately, org-wide — but for Requests, each form has its own separate list of which units can use it. Creating a new unit does not automatically add it to any existing form.
Fix: Go to Settings > Configurations > Intake > Request Forms, open the form you're using, and on the Form Details tab check the new unit under Business Units. Save the form.
Step 2: Confirm you're checking the right form
If your team uses multiple Request Forms, enabling a unit on one form does not apply it to the others. You may be creating a request from a different form than the one you edited.
Fix: Confirm the form name shown when you go to create the request, then open that exact form in Settings > Configurations > Intake > Request Forms and repeat Step 1 for it.
What you should expect to see by default
Where | New Business Unit behaviour |
Projects | Available immediately, no setup needed |
Requests | Not available until manually added to each Request Form |
Still stuck?
Confirm the exact form name you're trying to use.
Re-check the Business Units field on that form's Form Details tab.
Confirm the form is Active.
If you've tried all of the above and the unit still isn't available, contact support (support@cognota.com) or use the Resources > Chat With Us feature with the form name and the Business Unit name so we can help.