Audit log keeps track of all the changes that take place under the Admin section of your service desk. On the other hand, all events related to individual ITIL modules such as Tickets, Problems, Change, etc. will be tracked under the Activities section.

Audit log comes handy when you're performing external/internal audits. They can be very helpful in case of a service desk incident as it helps you in identifying the person who is responsible for the incident. 

As of now, Audit log keeps track of changes that take place in the following modules: 

  • Accounts (plans and billings)

  • Agents

  • Groups

  • Change (Change Lifecycle & Change Form Fields)

Accessing Audit Log

To access Audit log, click on the Settings icon from the left sidebar and click on Audit Log under General Settings.

Once you login, you will see the logs of everything in relation to Accounts, Agents, Groups & Change. 

Decoding Audit Log

Inside Audit Log you can see a wide range of information presented in the form of a table. You can see events listed in chronological order. 

The information presented to you are as follows: 

  • Time of the event

  • Object Type

  • Object Name 

  • Action

  • Event Performer

  • Description

  • IP Address

Applying filters

Since the page presents too much information, you can also filter the audit log based on your preference. You can filter audit log based on a specific date range or by object type (Account, Plan & Billing, Group and Agent).

To apply filters, 

  • Head to Audit Log and click on the funnel icon on the top right corner. 

  • Choose the date range for which you wish to view the audit log. 

  • Choose the Object type ( Accounts, Plans & Billing, Group, Agent or Change) 

  • Once done, click Apply.