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Finding answers that are public, but are not on the end-user pages
Answer ID 1648   |   Last Review Date 07/22/2019

How do I determine public answers that are not showing to the end-user pages?

Environment:

Answers
Oracle Service Cloud

Issue:

When I search on public answers in the administration pages, I have 5 more answers than what are indicated on the end-user pages. Why is this happening and how can I determine which five answers are not showing to the end-user pages?

Resolution:

To publish an answer to your end-user pages, the following conditions must be met:

  1. The answer status must be a public status type. 
  2. The answer access level must be visible for the interface or is used for privileged access. 
  3. The language must match the interface.
  4. The Answers view must allow the answers to be displayed based on the filters set in the view. 
  5. The Products and Categories must be assigned if products and categories are enabled on the end-user pages.


Therefore, if answers are set to the public status on the administration pages, but do not appear on the end-user pages, you must review the access level, product, category, and language for your answers.

You can create a custom report that lists your answers along with the product, category, status, access level and language. You can then sort the results by the various fields to determine which answers either do not have a value set at all or are set to a value that prevents the answer from displaying on the end-user pages (such as a non-visible product or category).

In addition, you may need to check the configuration of the end-user page report or view to make sure that certain answers are not being filtered out from the display.


Product and Category Considerations


When answers are proposed from incidents, by default, the proposed answer has the same product and category value as the original incident. If products and categories are not required on your Ask a Question page, the incident may not have a product or category specified. As a result, the proposed answer may not have a product or category either.

You can have more than two levels of products and categories. In order for an answer to be published, the answer must be assigned to at least one value that is visible to the end-user pages. If the answer is assigned only to values that at the lowest level of the hierarchy are not visible to the end-user pages, the answer will not display.

For example, if you have three levels of products and only the top two levels are enabled for end-user visibility, you will not be able to publish answers for that combination of products since the lowest level is not visible. To publish answers, you would need to create at least one value at the lowest level that is end-user visible and assign the answers to that.

 

Creating a Custom Report


You can also create a custom report to list all public answers. Include the Status, Access Level, Language, Product, and Category in the report output so that you can scan the report to determine which public answers are not assigned to have a product, category or correct access level or language ID. Once the custom report is generated, you can export the report output in a .csv file so that you can analyze the results in Excel.

For more information on creating custom reports, refer to the appropriate answer according to your version of software:


End-User Page Configuration


If the visibilities for the access level, product, category, and language are all enabled for end-user visibility and the status is a public status type, you will also need to review the configuration of the report for the end-user page. By default, the end-user pages include a fixed filter for the access level that is set to User Access.

This User Access filter allows the end-user to view answers that are set to access levels that are enabled for end-user visibility or access levels used with privileged access (if the end-user is granted access to the privileged answers). If this filter has been modified, privileged access will not work correctly and even public answers may not display.

Therefore, review the filters that are set for the Answers page view. For information on this, refer to the 'Change the Search Report' section in online documentation for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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