How to audit the assignee and group of a classic workflow task of an Incident ticket?

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Article ID: 106744

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction



I want to register assignee and group fields from the cr_wf object in the audit log.

I followed steps that are equivalent to the steps described in knowledge article KB000014742 ( https://comm.support.ca.com/kb/How-to-get-audit-logs-for-a-custom-column/KB000014742 )

However, I received the following error:

"cr_wf::audit_fields_site Unknown message"

Is it possible to audit the assignee and group of a classic workflow task of an Incident ticket?  If so, how?

Environment

CA Service Desk Manager 17.1

Resolution

Although Activity Associations exist for both Assignee and Group of the Request/Incident/Problem Workflow Task (cr_wf) object as per these entries: 

SymbolObject TypeObject Type AttributeActivity Type
AssigneeRequest/Incident/Problem Workflow TaskassigneeTransfer
GroupRequest/Incident/Problem Workflow TaskgroupField Update


the Audit Log Options in Options Manager, audit_upd and audit_ins, cannot be used to audit either of those activities.

The audit_upd and audit_ins options only apply to "the logging of activities on the data partitions, change orders/issues, and requests".  That is, auditing only monitor the Service Desk objects in the following list:

  • Data Partitions (dmn and dcon objects) 
  • Issues (iss object) 
  • Change Orders (chg object) 
  • Requests/Incidents/Problems (cr object) 
  • Contacts and Groups (cnt object) 
  • Configuration Items (nr object) 

Auditing does not monitor the Request/Incident/Problem Workflow object (cr_wf) or any other objects that are not in the list.

As well, the audit_upd option only applies to "Field Update".

Additional Information

1. The audit_ins and audit_upd Options Manager options:

<Please see attached file for image>

Audit Log options

2. Some entries for the "cr" object in the Audit Log List:

<Please see attached file for image>

Some entries for the cr object in the Audit Log List

3. Audit Log List: https://docops.ca.com/ca-service-management/17-1/en/administering/administering-ca-service-desk-manager/audit-log-list 

4. KB000054528 ( https://comm.support.ca.com/kb/A-guide-to-Service-Desk-auditing/KB000054528 )

Attachments

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