Audit and logging

The Case Exchange framework provides different portals for administrators and users to view the Case Exchange activity log.

The Case Exchange framework tracks and records all transactions of exchanged request in the Service Manager Integration Suite (SMIS) task log. Administrators can access this log from SMIS. For more information, see Monitor SMIS task log.

When a Case Exchange integration instance is active and a Case Exchange task has occurred to an Incident record, users can view the Case Exchange section in the Incident record for the details of the Case Exchange information. The Case Exchange section contains the following information:

• Details.

  Field name	Description
  External Id	The ID of the related record in the integrated system.
  External Status	The status of the related record in the integrated system.
  Creation Time	The time when the Incident record is created.
  Active	This field indicates if Case Exchange is active for this record. Possible values of this field are true and false: true: The update in one of the systems can be exchanged to the other system. false: The update in one of the systems cannot be exchanged to the other system.
  Originator System	The name of the integrated system where the record come from.
  Integration Name	The name of the integration instance that transfers the record from the integrated system.

• Log.

  Field name	Description
  Date	The date and time when the task occurs. The link on the date and time can direct you to the Task Log Details page, which displays the detailed information of that Case Exchange task.
  Status	The status of the task.
  Message	A short description of the task.
  Integration Name	The name of the integration instance that carries out the task.

The task log gives a first indication about potential issues of an error but does not contain detailed error messages, you can find the detailed information in the standard Service Manager log file (sm.log).