4 Replies Latest reply on Sep 26, 2018 9:24 PM by vee

    Is there a way to log a viewed by on incidents?

    phan10ms Apprentice

      I need help in creating a method in which it logs who viewed an incident and what time?  Do we know if HEAT is already recording this?

        • 1. Re: Is there a way to log a viewed by on incidents?
          lgtandi Specialist

          If you tick the "Audit views" checkbox of a form definition, every time this form is opened, a log entry is written into the "Transaction Audit Log" which can you can inspect using the workspace (using the "Administrator" role) with the same name.

           

           

          Alternatively, if you don't want auditing every time a certain form is opened but only if it is opened from a specific layout, you can tick the "Enable  Object View Auditing" checkbox within the form definition of the layout which also results in a log entry in the transaction audit log each time the form is opened from this layout.

           

          Note that the transaction audit log is cleared by default after 30 days (as specified by the global constant "MaxTransactionAuditLogAge").

           

          Hope this helps

          AnDi

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          • 2. Re: Is there a way to log a viewed by on incidents?
            vee Apprentice

            Hi AnDi,

             

            Thanks heaps for this information. I was not aware of these options.

             

            Would you know if there is anywhere I can read more about the specifics of this?

            I'm curious about the form view audit, does it make an audit entry when someone is scrolling down a list of records with the preview form enabled below the list? Or would it only count when a record is opened?

            • 3. Re: Is there a way to log a viewed by on incidents?
              lgtandi Specialist

              You can find the only documentation I know in the Admin Help under the topic "Using the Service Desk Console" -> "Working with Logs" -> "Using the Transaction Audit Log"

               

              And from my tests, an entry in the transaction audit log is also created for every record displayed in the preview form below a list if the "Audit Views" feature is activated in the used preview form.

              1 of 1 people found this helpful
              • 4. Re: Is there a way to log a viewed by on incidents?
                vee Apprentice

                Thanks heaps, that's great to know!