Viewing the Audit log

The Audit log provides the list of changes and updates made to the selected ticket. You can view Audit log information for all the tickets such as incident, change, problem, known error, people, work order, task, and asset. When a ticket is updated, an audit entry is created to track the changes. The Login ID of the user, making the change appears next to the audit entry.

Before you begin

Before you view the Audit log, ensure that your administrator has configured the TicketConfig form with audit form details.

To view the audit log information

In the ticket console, open a ticket for which you want to view the Audit log.
Click More and select Audit Log.
Audit log information is displayed in a new window with Audit log and Notification log tabs.

For assets, you see an additional tabs titled Lifecycle audit and CMDB audit log. To view the CMDB audit log, the log should be enabled for the respective Asset classes.

Tip

If you do not see the audit log, make sure that the value for the arsystem.pwa_enable_auditlog CCS parameter in the global settings (*) of arsystem.bmc.arsys.itsm component is set to true.
For more information, see Setting configuration parameters.

Instructions for classic interfaces

View instructions for Mid Tier

Viewing audit logs enables you to view field and notification audits against an incident, problem or known error. When certain fields are changed or when system notifications are sent, an audit entry is created to track the changes. The login ID of the user who makes the change is displayed next to the audit entry for problem and known error.

To view audit logs for an incident

From the IT Home page in mid-tier screens, select Incident Management > Search Incident, and click Search.
Select the incident for which you want to view the log.
From the navigation pane on the left side of the form, select Functions > View Audit Log.
(Optional) From the Audit Type field, select the required options from the menu.
Click the Notification Audit tab to view the notification audit entries for the incident.
Select the required notification audit entry and click View.

To view audit logs for a problem

In Mid Tier, from the IT Home Page, select Problem Management > Search Problem, and click Search.
Select the problem for which you want to view the log.
From the navigation pane on the left side of the form, click Functions > View Audit Log.
(Optional) From the Audit Type field, select the required options from the menu.
Click the Notification Audit tab to view the notification audit entries for the problem.
Select the required notification audit entry and click View.

To view audit logs for a known error

In Mid Tier, from the IT Home Page, choose Problem Management > Search Known Error, and click Search.
Select the known error for which you want to view the log.
From the navigation pane on the left side of the form, click Functions > View Audit Log.
(Optional) From the Audit Type field, select the required options from the menu.
Click the Notification Audit tab to view the notification audit entries for the known error.
Select the required notification audit entry and click View.