History Panel in Web Desk and Self Service

Version 7

    Verified Product Versions

    Service Desk 7.6Service Desk 7.8.xService Desk 2016.xAsset Manager 2016.xService Desk 2017.x

    Environment:

     

    Service Desk - All versions running WebAccess

     

     

    History Panel

     

    The History Panel will show you a history of what has been happening with the Incident, Problem, Change, Request and so on.

     

    This will show you all the actions taken by any user. It will also show you that an Update has taken place if you change any attribute that has been set to be auditable. You can see how to make an attribute Auditable in this article: http://community.landesk.com/support/docs/DOC-8974

    To see the exact update of an Update from the History Panel, log in to Console, launch the same Incident and then look in the Audit Trail, which will show you further information.

     

    The History Panel is visible for Analysts when being logged in to Web Desk or Self Service.

    End Users will not be able to see the History Panel.

     

     

    history_panel.jpg

     

     

    There is an issue in 7.3.2 and 7.4 that if you collapse the History Pane, then you will not be able to expand this again. This was logged as problem 5123 and was fixed in our 7.5 version.

     

    If you are still on an early version and you are experiencing this problem, then you can reset this by running the below script in your database:

     

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    delete from tps_user_preference where tps_system_preference_guid =

    (select tps_guid from tps_system_preference where tps_name = 'IsHistoryVisible') ;

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