Created incident can't be found by dispatcher

Hi Experts,

I face a strange problem that the IM_DSPT_<SID> (the dispatcher is created by template user creation step in SLM setup  ITSM) can't see the created incidents even though the required authorization is given.

However, the new created user dispatcher2 CAN see the incidents with the same role as of user IM_DSPT_<SID>'s.

Can you give me some hint about how to fix this kind of problem? (Our SLM version is 7.1 SPS 13)

Regards,

Ning Tong