Troubleshooting Form Security Access

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.

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 .

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

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.

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