Troubleshooting Form Security Access

When trying to troubleshoot access to a campaign, test or QA program, the following steps may be useful in identifying where the issues lies.

1. 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.
   
   
2. 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.
   
   
3. 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
   
   

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.

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

The steps to troubleshoot campaign access are :

1. Is the campaign in date? The most common challenge is that campaign has run past its end date. Main Menu > Database Management > Primary Management > Campaign - Edit > Select the campaign > Carefully check that the dates are in range.
   
   
2. Is the campaign active? In the same section, check in the "Advanced Options" subsection when editing the campaign, ensure that the "Active" is set to "True"
   
   
3. Is the campaign inbound, outbound or blended? If the campaign is "Inbound" or "Blended" it is visible in the Inbound Contact module. If the Campaign is "Outbound" or "Blended" it is visible in the Outbound Contact module. Inbound campaigns are not available in the outbound contact module. Outbound campaigns are not visible in the Inbound Contact module.
   
   
4. Has the user been granted access permission to the campaign? If the users is a new user to the system they need to be granted access to the campaign. Firstly check if they have permission. Main Menu > Database Management > Database - Security Access > Campaign - Profile access to a campaign > Select the campaign and check for the user. If the user is not listed they can be easily added using Main Menu > Database Management > Database - Security Access > Campaign - Single - Add - User to Campaign
   
   

Manually at this stage you should be able to navigate to the campaign 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.

1. 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.
   
   

If at this point the user still cannot see the campaign please contact BE support.