Why does the "Audit Trail" log the information related to Knowledge Searches under Activities even though the user has not created a request based on the Knowledge Document?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Question:

Why does the "Audit Trail" log the information related to Knowledge Searches under Activities even though the user has not created a request based on the Knowledge Document?

Answer:

Click on the Knowledge Tab and perform a search using a keyword.

Click on any Knowledge Document. -> Close the Knowledge Document. -> Create a new Request and click save.

The behavior that we see related to "Audit Trial" is by design.

However as a work around you can completely remove the audit trail logging information:

Please follow the below steps to completely remove this:

1. In NX.env and NX.env_nt.tpl manually add the variable
   
   @NX_EVENT_LOG_EXCLUDE=SEARCH
2. Recycle the services.
3. Now the information is no longer logged.
4. Please test these changes on a test machine before implementing on the production.

Environment

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