Problem / Solution: Why Data Import and Inbound Mail Don't Update "Update" Dates, Groups and Users? And how to trace Services using Framework diagnostics?

Version 9

    Verified Product Versions

    Service Desk 7.8.xService Desk 2016.xService Desk 2017.x

    Summary:

    This article will explain why Update attributes (Users or Dates) are not getting updated by Services such as Mail or Data import, and in the meantime give a trick to trace Services by using the Framework diagnostics and for instance visualise which SQL statement the service needed to run in the database.

     

    Environment:

    Service Desk 2016

     

    Requires Access To:

    Service Desk Console

    Configuration Center

     

    Problem:

    When importing data by using the Schedule Data Import or when creating process-oriented objects by mail, some attributes like "Update Date", "Update User", "Update Group" are not getting updated.

     

    Examples:

    We update an existing incident by mail and the following attributes are not updated: "Last Update", "Last Updated By", "Update Group"

    We update an existing asset by a schedule data import and the following attributes are not updated: "Last Update", "Last Updated User", "Update Group"

     

    Cause:

    This is because your Data Import and Inbound Mail services use the user "System" to log on. The user "System" is a built-in system user whose the name cannot be change as the software uses it for specific purposes.

    Do not get confused between the built-in user named "System" and the user type system to which the user "System" belongs.

     

    Solution:

    It is recommended to use different system users for each services:

    • Log on as SA to the Console
    • Go to the administration component
    • Under User Management, expand Users > System User and create a user for your service
    • Save

    1) Create new system user.png

    • Go to the Configuration Center
    • Stop your service
    • Click on Edit (... the service)
    • In the field "Logon to Service Desk as:", specify the new system user you just created

    2) Set up the Service User.png

     

    Benefits:

    This configuration will also give you a more accurate diagnostic with logging as it will create one log file by day and by user. So in this example, if we want to monitor logs generated by the Data Import service (Database Access, Httprequests, etc.) we just need to get the logs generated by the user "DataImport".

    3) Log files.png

    As services require the Framework application to run, you must enable the relevant diagnostics on the Framework application, not Web Access

    To learn how to enable diagnostics and use them please refer to the following article: Diagnostic logging using Configuration Center