Difference between revisions of "Troubleshooting Form Security Access"

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== Functional Access ==
 
== Functional Access ==
  
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When trying to troubleshoot access to a form, test or QA program, the following steps may be useful in identifying where the issues lies.
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When troubleshooting access to a form, test or QA program, the following steps may be useful in identifying where the issue lies.
  
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# '''Can the user log in?'''  This is tested by asking the user can they see the main menu.  Usually forgotten passwords are the key challenge here.  Passwords are changed by System Champions by editing the users security details in the System Access Management module.  Main Menu > System Access Management > User Administration > Edit User - Security Details > Lookup the user using their details.<br /><br />
 
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# '''When the user has logged in, can they see the appropriate module from the module list on the left hand side?''' The modules involved usually are Inbound Contact, Outbound Contact, Case and Form Management, Testing Centre or Quality Assurance.  Access to these modules are managed again through the users security details in the SAM module.<br /><br />
 
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#  '''When the user goes into one of these modules can they see the appropriate subsetion and are able to open it?'''  Again as per the previous item, managed through SAM<br /><br />
 
  
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If the user can get to the listing screen where the campaign should be and the campaign is not there, there are a further few administrative trouble shooting steps to take.
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'''Can the user log in?'''
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Ask the user if they can see the main menu; often you’ll find they have simply forgotten their password. Passwords are changed in the System Access Management (SAM) module:
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Main Menu > System Access Management > User Administration > Edit User - Security Details > Look up the user using their details.
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When the user has logged in, can they see the appropriate module from the module list on the left hand side?
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Access to modules is managed as above in the SAM module.
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When the user accesses a module can they see and open the appropriate subsection?
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As above, this is also managed through SAM. If the user can get to the listing screen where the form should be and it’s not there, there are further steps to take
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.
  
 
== Security Access ==
 
== Security Access ==
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At this point access to the functionality has been confirmed, but the user has not being granted access to individual forms.
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The steps to troubleshoot campaign access are:
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'''Is the form in date?'''
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Most commonly the form has run past its end date. Check this as follows:
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Main Menu > Form Management > Primary Management > Form - Edit > Select the form
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Check that the dates are in range.
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'''Is the form active?'''
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In the same section, check in the Advanced Options subsection. Is Active is set to True
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'''Is the form inbound, outbound or blended?'''
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If the form is Inbound it will only be visible in the Inbound Contact module. If the Form is Outbound it will only be visible in the Outbound Contact module. If it is designated as Blended it will be visible in both.
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'''Has the user been granted access permission to the form?'''
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If the user is new to the system they need to be granted access to the form.
  
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At this point access to the functionality has been confirmed, but the user is not being granted access to the campaign.
 
  
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Main Menu > Form Management > Form - Security Access > Form - Profile access to a form
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Choose your form and check that the user is listed. If the user is not listed they can be easily added using
  
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The steps to troubleshoot campaign access are :
 
  
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# '''Is the form in date?'''  The most common challenge is that form has run past its end date.  Main Menu > Form Management > Primary Management > Form - Edit > Select the form > Carefully check that the dates are in range.<br /><br />
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Main Menu > Form Management > Form - Security Access > Form - Single - Add - User to Form
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# '''Is the form active?'''  In the same section, check in the "Advanced Options" subsection when editing the campaign, ensure that the "Active" is set to "True"<br /><br />
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# '''Is the form inbound, outbound or blended?''' If the form is "Inbound" or "Blended" it is visible in the Inbound Contact module.  If the Form is "Outbound" or "Blended" it is visible in the Outbound Contact module.  Inbound forms are not available in the outbound contact module.  Outbound forms are not visible in the Inbound Contact module.<br /><br />
 
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# '''Has the user been granted access permission to the form?'''  If the users is a new user to the system they need to be granted access to the form.  Firstly check if they have permission.  Main Menu > Form Management > Form - Security Access > Form - Profile access to a form > Select the form and check for the user.  If the user is not listed they can be easily added using Main Menu > Form Management > Form - Security Access > Form - Single - Add - User to Form
 
  
 
== Control Bar Links ==
 
== Control Bar Links ==
  
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Manually at this stage you should be able to navigate to the form manually from the Main Menu.  As more and more Control Bar links are created on your system to speed up access, sometimes the user may not have been granted access to these Control Bar links.
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Control Bar links are used to speed up access to a particular point in the system but sometimes the user may not have been granted access to these links.
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'''Who has access to the control bar link?'''
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Navigate to the security profile page.
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Main Menu > Control Bar > Security Management > Profile - By User
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Looking up the user will show you which control bar links the user can see. If the desired link is not listed, add it to the user.
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Main Menu > Control Bar > Security Management > Allow users access to link > Select the Public Link > Check the user you wish to add.
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Ask the user to refresh the main menu, by clicking the browsers refresh button or by going to the Main Menu and using the F5 function key on their keyboard.
  
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#  '''Who has access to the control bar link?'''  Navigate to the security profile page.  Main Menu > Control Bar > Security Management > Profile - By User > Look up the user by their details.  This will show you what control bar links the user can see. If the desired control bar link is not listed, add it to the user.  Main Menu > Control Bar > Security Management > Allow users access to link > Select the Public Link > Check the users you wish to add.  Then get the user to "refresh" the main menu, by clicking their browsers refresh button or by going to the Main Menu and pressing the F5 function key on their keyboard.
 
  
 
== Last resort ==
 
== Last resort ==
  
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If at this point the user still cannot see the campaign please contact BE support. We're always here to help.
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If the user still can’t see the campaign please contact BE support. We're here to help.
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[[Category:Troubleshooting]]
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[[Category:Module Specific:Form Management]]
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[[Category:Module Specific:System Access Management]]
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[[Category:Topic:Support]]
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[[Category:Topic:Outbound]]

Latest revision as of 23:16, 9 November 2014

In order for a user to access a form, they must be granted functional and content access.


From time to time users can find themselves unable to access a form or function, case portfolio or quality program and you may need to do a little troubleshooting to figure out why they can't see the form.


Note; If you Add a User you need to set up individual security parameters. If you Copy a user, you copy the user and all their security permissions.


1 Functional Access

When troubleshooting access to a form, test or QA program, the following steps may be useful in identifying where the issue lies.


Can the user log in? Ask the user if they can see the main menu; often you’ll find they have simply forgotten their password. Passwords are changed in the System Access Management (SAM) module:


Main Menu > System Access Management > User Administration > Edit User - Security Details > Look up the user using their details.

When the user has logged in, can they see the appropriate module from the module list on the left hand side? Access to modules is managed as above in the SAM module.


When the user accesses a module can they see and open the appropriate subsection? As above, this is also managed through SAM. If the user can get to the listing screen where the form should be and it’s not there, there are further steps to take .

2 Security Access

At this point access to the functionality has been confirmed, but the user has not being granted access to individual forms.


The steps to troubleshoot campaign access are:


Is the form in date? Most commonly the form has run past its end date. Check this as follows:


Main Menu > Form Management > Primary Management > Form - Edit > Select the form Check that the dates are in range.


Is the form active? In the same section, check in the Advanced Options subsection. Is Active is set to True


Is the form inbound, outbound or blended? If the form is Inbound it will only be visible in the Inbound Contact module. If the Form is Outbound it will only be visible in the Outbound Contact module. If it is designated as Blended it will be visible in both.


Has the user been granted access permission to the form? If the user is new to the system they need to be granted access to the form.


Main Menu > Form Management > Form - Security Access > Form - Profile access to a form Choose your form and check that the user is listed. If the user is not listed they can be easily added using


Main Menu > Form Management > Form - Security Access > Form - Single - Add - User to Form


3 Control Bar Links

Control Bar links are used to speed up access to a particular point in the system but sometimes the user may not have been granted access to these links.

Who has access to the control bar link? Navigate to the security profile page.

Main Menu > Control Bar > Security Management > Profile - By User


Looking up the user will show you which control bar links the user can see. If the desired link is not listed, add it to the user.


Main Menu > Control Bar > Security Management > Allow users access to link > Select the Public Link > Check the user you wish to add.


Ask the user to refresh the main menu, by clicking the browsers refresh button or by going to the Main Menu and using the F5 function key on their keyboard.


4 Last resort

If the user still can’t see the campaign please contact BE support. We're here to help.

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