Audit Trail For Contact Fields

Products

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

Issue/Introduction

Introduction:

This document provides a procedure to add an audit trail\activity logging when updating Contact details

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Cause

Background:
When updating a contact details, some fields may not be audited despite the 'AUDITLOG' being set in WSP

Resolution

Instructions:
1. Go to '$NX_ROOT\samples\call_mgt\' and open the 'audlog_site.mod' file with any text editor, e.g. Notepad++ or Notepad


2. Copy the code section that relates to Contact:


// Add to Contact object.
OBJECT cnt {
TRIGGERS {
// log field changes for custom attributes
POST_CI audit_fields_site(persistent_id, audit_userid, combo_name, attr, attr, ...) 51
FILTER( EVENT("UPDATE(NX_AUDIT_UPD)") );
};
};


3. Paste the copied code in a new file, say: zcnt_audlog_site.mod and save the file in the following path: '$NX_ROOT\site\mods\majic

4. Edit the code in the new file (zcnt_audlog_site.mod) to add the contact fields you want to audit and save it.

   For this example we added contact's access type (access_type) and contact's department (dept):

// Add to Contact object.
OBJECT cnt {
TRIGGERS {
// log field changes for custom attributes
POST_CI audit_fields_site(persistent_id, audit_userid, combo_name,
access_type, dept) 51
FILTER( EVENT("UPDATE(NX_AUDIT_UPD)") );
};
};


5. Restart the ServiceDesk service

6. Once the services are restarted, changes made to the contact's 'Access Type' and 'Department' should now appear in the 'Audit Log List' on the Administration tab.
 

Additional Information

Additional Information:
Additionally you need to follow steps in the following tech doc#: TEC478063 (Title: A guide to Service Desk auditing).