How to enable Audit capability to the Incident Queue Management.

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Article ID: 209676

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Updated On:

Products

ServiceDesk

Issue/Introduction

You can enable auditing on the *​​​​​​Save Service Queue​​​​* and ​​​​​​*Delete Service Queue​​​​* components in the project and configure the components to capture the email address of the logged in user.​​​​
​If auditing is enabled, the audit history will be captured in the Workflow database (ProjectManager), in the ​​​​​​ImServiceQueueAudit​​​​ table.

Resolution

Audit capability has been added to ServiceDesk.Im.Core library and the Service Queue Management project. By default auditing will not be enabled on the project. Users can manually enable auditing as follows.

  1. Unpackage the SD.IncidentManagmentSimple.ServiceQueueManager project that is included for all ServiceDesk customers.
  2. Enable auditing on the Save Service Queue and Delete Service Queue components in the project and configure the components to capture the email address of the logged in user (see screenshot)
  3. Republish the project

Again, by default Save Audit History will not be checked and User Email will be empty.

If auditing is enabled, the audit history will be captured in the Workflow database (called ProjectManager by default, but customers can change it) > ImServiceQueueAudit table. Auditing DOES NOT capture the initial creation of a service queue, but every change thereafter.

Service Queue group membership is found in the ServiceQueueGroupMap table. The CURRENT group membership can be found by querying the table by ImServiceQueueId. The HISTORICAL changes to group membership can be reconstructed by querying the table for all ImServiceQueueAuditId's that are associated with a specific service queue ID.

Auditing works by capturing a snapshot of the Service Queue details and group membership, date, and user email immediately before a service queue is updated or deleted.

Viewing audit history has also been added to the SD.IncidentManagmentSimple.ServiceQueueManager project, which should provide a better user experience. This change adds a form allowing users to view the audit history.
On the main form is a new button called Audit History. By default this button is NOT visible, so, along with configuration changes outlined in the previous steps above, visibility must be enabled for this button. The reason the button is hidden by default is because the functionality is not enabled by default (as described previously), so the button would be out of place if not hidden.

To enable the button, open the project (see previous comment), open the Display the Queue Management Main Form form, double-click the Audit History button component, and set Visible to TRUE on the "Functionality" tab.

Republish the project and the button will now appear on the main form.

The new Audit History form will allow users to select a service queue from a drop down and then view the change history. This will include the dates of change, users (by email) who made the change, and the queue name and constituent groups BEFORE changes were saved.

Currently enabling service queue audit history requires some manual changes (as described above) and then republishing the project. 

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