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Marking Answer for Community question
Question asked by Lance Rasmussen - October 8, 2014 at 8:20 PM
Answered
How can an Admin mark an answer to a question as the answer?
 
With the current hosted version, the only option I see is repeating the answer that someone else posted and selecting Reply As Answer, which is counter productive.
 
Previously to 10.2, I could pick the reply and mark as answer.
 

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Andrea Rogers Replied
October 9, 2014 at 8:11 AM
Employee Post
Hi Lance,
 
You can use Roles to allow users or agents to change the statuses of threads. What you'll want to do is create a new role or modify an existing one. On the Community setting choose Custom. Then, when you click on the Community tab you can mark "Change Status". This will allow whoever has the role to mark replies as the answer.
 
Hope this helps!
Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Lance Rasmussen Replied
October 9, 2014 at 10:09 AM
I went to Organization > Roles and created a role called Community Employee.  It's set to Employee with Fill Control on everything, except Community, which is set to Custom.
 
I went to myself, which is an Admin, and added that role to myself.
 
Logged out and back in.
 
Went to Community and still do not see option to Mark as Answer.
 
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Lance Rasmussen Replied
October 9, 2014 at 10:20 AM
When I went to Brands > My Brand > Community, there wasn't an option for Change Status.
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Andrea Rogers Replied
October 13, 2014 at 7:59 AM
Employee Post
Lance, 
 
What's the exact version number you're currently running? You can find this by clicking Help | About SmarterTrack. Regardless of the Roles that you've added, if you're logged in as the System Admin you should be able to have full control in the Community. In this latest minor release there was a change with Community permissions and I'm wondering if this is having an impact. 
Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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Lance Rasmussen Replied
October 13, 2014 at 10:04 AM
10.2.5364.30594 is the version you are hosting for us.
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Lance Rasmussen Replied
October 13, 2014 at 10:06 AM
I use to have, as the system admin, the ability to mark a response as the answer, but after an update, I can't.
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Andrea Rogers Replied
October 13, 2014 at 10:33 AM
Employee Post
Hi Lance,
 
Thanks for getting back to me with the version number. There was a bug related to marking questions as the answer that was fixed in version 10.2.5374. You can see the release note where this is mentioned:
  • FIXED: The Answer label and Mark As Answer links were not showing for Question type threads in the Community.
I believe hosted SmarterTrack should be updated either today or sometime this week. Sorry I don't have an exact timeframe. When this is upgraded though you should be able to see the Mark as Answer button again.
 
Regardless of the other roles you have set for your login, the System Administrator will have full access to everything. Any other user or agent would simply need a role with the Moderate permission for the Community will be able to change statuses or mark answers.
 
I hope this helps! 
Andrea Rogers
Communications Specialist
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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