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Enabling field history tracking

When you enable field history tracking option for required fields, you can track the change made in that field, such as the user who have made the change, the date and time, and the type of change.

Best Practices

BMC recommends that

  • You enable field history tracking for the following fields in the Incident, Task, Broadcast, Change Request, Release, and Problem objects. 
  • You always track the Record Update Count field. For all the fields of the object, this field helps you in tracking the user who makes the change and the time when the record is changed. To update the Record Update Count field, you must create a workflow on the <Module>History object. For more information, see Configuring workflows.
 

By default, Salesforce allows you to track 20 fields on a form.

  • For more information about personal data protection and privacy requirements associated with the General Data Protection Regulation (GDPR), see GDPR and the Remedyforce application.
  • To archive field history data beyond 18 months, you can purchase Salesforce Shield or Field Audit Trail. For more information, see  Field Audit Trail

The following table lists the recommended fields.

Recommended fields

Incident

Task

Broadcasts

Change Request

Problem

Release

Due Date & Time

Due Date & Time

Category

Actual End Date

Closed Date

Due Date

Category

Category

Impact

Change Category

Due Date

Category

Client

Client

Priority

Change Type

Broadcast

Status

Impact

Impact

Status

Closed Date

Category

Impact

Priority

Priority

Urgency

Category

Closed By

Urgency

Status

Status

Owner

Closed By

Impact

Priority

Urgency

Urgency

Record Update Count

Impact

Priority

Owner

Owner

Owner

Priority

Status

Release Coordinator

Record Update Count

Record Update Count

Status

Urgency

Actual Implementation Start

Urgency

Inactive

Actual Implementation End

Inactive

Known Error

Record Update Count

Owner

Owner

Scheduled End

Problem Source

Scheduled Start

Record Update Count

Record Update Count


To enable field history tracking

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click Manage Objects tile, and select Create and Edit Objects from the menu.
  3. From the Object list, select Incident.
  4. Click Custom Fields and Relationships.
  5. In the Custom Fields & Relationships section, click Set History Tracking.
  6. In the Track old and new values section, select the required fields.
  7. Click Save.
  8. Repeat step 3 through step 7 for the following objects:
    • Task
    • Problem
    • Change Request

    • Release
    • Broadcast

Enabling tracking of actions performed on a record

To update the record history when an action is performed, you must configure and activate the following workflow. If you do not configure the workflow, the record is not updated with the modified time and user who modified the record when the actions, such as sending or receiving emails, or adding notes, are performed on a record.

To enable tracking of actions performed on a record

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click Manage Workflows and Other Processes tile, and from the menu, select Workflow Rules.
  3. Click New Rule.
  4. In the Step 1: Select Object section on the New Workflow Rule page, from the Object list, select Incident History.
  5. Click Next.
  6. In the Step 2: ConfigureWorkflow Rule section, perform the following actions:
    1. In the Edit Rule section, enter a name in the Rule Name field.
    2. Enter a required description in the Description field.
  7. In the Evaluation Criteria section, for the Evaluate the rule when a record is field, select created.
  8. In the Rule Criteria section, from the Run this rule if the following list, select criteria are met and perform the following actions:
    1. From the Fields list, select Incident History: Incident#.

    2. From the Operator list, select not equal to.
    3. In the Value field, enter Null.
  9. Click Save & Next.
  10. In the Immediate Workflow Actions section, select New Field Update and perform the following actions:
    1. Enter a Name and Unique Name.
    2. From the Field to Update list, select Incident and from the next list select Record Update Count.
    3. In the Specify New Field Value section, select Use a formula to set the new value and enter BMCServiceDesk__FKIncident__r. BMCServiceDesk __UpdateCount__c + 1 in the text field.  For tracking action history of other objects, see Formula for tracking actions performed on a record.

    4. Click Save.
  11. Activate this workflow rule.
  12. Repeat step 3 through step 12 for the following objects:
    • Task History

    • Problem History
    • Change History
    • Release History
    • Broadcast History

Formula for tracking of actions performed on a record

Depending on the object type of the record for which you want to track action history, enter a formula as mentioned in the following table:

ObjectsUse a Formula to set the new value
Incident HistoryBMCServiceDesk__FKIncident__r. BMCServiceDesk __UpdateCount__c + 1

Task History

BMCServiceDesk__FKWO__r.BMCServiceDesk__UpdateCount__c + 1

Problem HistoryBMCServiceDesk__FKProblem__r.BMCServiceDesk__UpdateCount__c + 1
Change Request HistoryBMCServiceDesk__FKChange__r.BMCServiceDesk__UpdateCount__c + 1
Release HistoryBMCServiceDesk__FKRelease__r.BMCServiceDesk__UpdateCount__c + 1
Broadcast HistoryBMCServiceDesk__FKBroadcast__r.BMCServiceDesk__UpdateCount__c + 1


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