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Topic

    Nataline Nguyen
    What is the result of using answers.access_id=User Access?Answered
    Topic posted October 11, 2017 by Nataline NguyenJourneyer, last edited October 11, 2017 
    43 Views, 3 Comments
    Title:
    What is the result of using answers.access_id=User Access?
    Content:

    When setting filters for answer reports, we can select the desired access level of answers to appear on the report. What is supposed to happen if you use answers.access_id=User Access instead of individually selecting different Answer Access Levels attached to an SLA? When is it necessary to use a specific Answer Access Level over User Access?

    Version:
    OSvC August 2017, CP Framework 3.6

    Best Answer

    Carl Elliott

    User Access would be used for a CP report, it says use the access level defined for that user by their SLA.  

    Answer

     

    • Carl Elliott

      User Access would be used for a CP report, it says use the access level defined for that user by their SLA.  

    • Nataline Nguyen
      Carl Elliott said:

      User Access would be used for a CP report, it says use the access level defined for that user by their SLA.  

      View original

      Just so my understanding of your response is clear, Carl...

      I have set answers.access_id=User Access on an answer report that is displayed on our Customer Portal.

      If a User Account/Contact for our Customer Portal has an SLA applied to their account with one or more Answer Access Levels, the answers displayed on the report will only be those that have an access level/s that matches one linked to their SLA/s.

      Is setting the report answers.access_id=User Access the best practice?

    • Carl Elliott

      Yes your statements are correct and yes it is best practice for the portal.  That also is assuming you have privileged access turned on and you have SLAs set up.  Here is a good article on that: https://cx.rightnow.com/app/answers/detail/a_id/1779