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)
Auditing monitors the following Service Desk objects:
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?
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.
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.