CA Service Management

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  • 1.  Audit log contact / special Handling

    Posted Feb 08, 2016 10:49 AM

    We have a requirement to audit Special Handling related updates as in who added which contact record to a given special handling and/or vice versa i.e., which special handling has been updated for a given contact and by whom.


    How do we go about achieving this?


    I came across the following tech doc which states that audit_upd option does audit the cnt and group -



    Auditing monitors the following Service Desk objects:

    • 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)


    I am inquisitive to learn more about it, since I installed the audit_upd option and any changes / updates made to contact record does not show up in the audit log trail. Can someone guide me on how to accomplish our requirement?

  • 2.  Re: Audit log contact / special Handling

    Posted Feb 09, 2016 01:00 PM

    Take a look at the sample file:  audlog_site.mod - located in $NX_ROOT\samples\call_mgt

    Specifically, to the OBJECT cnt section.


    This is also referenced in the community discussion:  Audit Log for Security Objects


    Also, from ServiceDesk Users:  Audit log - Customizations / Modifications - ServiceDeskUsers


    I have posted to the TECDOC that it should be updated to reference audlog_site.mod for making modifications.


    I'm sure there are people in the community who make this mod often.  If I get some free time I will try to assist.



  • 3.  Re: Audit log contact / special Handling

    Posted Feb 24, 2016 10:06 AM

    will give it a try but not sure that audit_log will work on BREL and/or LREL if you start from the cnt object

    You may think to start from the contact_handling object but as far I can remember this method don't work outside of the table  referenced in the audlog_site.mod file.

    Then my guess is that the only possibility will be to write your own method to store that information.