Please review the IT shop configuration, in Manager:
E.g., for a security group:
- Open IT Shop | Service catalog | Hierarchical view | Active Directory Groups | Security groups.
- Select the appropriate Service item and open the master data form.
- From the General tab, ensure that "Not available" is unchecked.
Alternately, locate the group in the ADS node and select the assigned Service item there to edit its master data.
For more information please refer to the IT Shop Administration Guide.