Incident audit trail

For all records in Service Manager, a date time stamp and a user stamp are updated in the record when it is created or saved.

Service Manager provides an audit trail capability that identifies each step taken in the resolution of an Incident record. Each time the record is updated (whether manually or automatically), a separate historical activity is created for the Incident record. An authorized user may review each historical activity to develop a comprehensive understanding of the history of the record and its resolution, including which operators took what actions at what times. These updates are displayed in an aggregated journal of all updates.

Service Manager also provides an auditing feature that records modifications to fields within the Service Manager database. Field modifications are detected by comparing the fields in the original version of a record to the updated version. When modifications are detected, an Audit Log entry is recorded for each changed field. The Audit Log entry shows the name of the modified field, the old and new versions of the data, the current date and time, and the current operator’s user ID.

Related topics

Audit processing