Service Desk Record History (Audit Log)

SapphireIMS captures the audit trail of all events and actions on a ticket. You can view the events and actions from the View History option. SapphireIMS also captures the history of all e-mails and SMS sent pertaining to the record.

If the enclosure access control is enabled for the role in the project and the comments, attachments and E-mails are marked as 'Public' or 'Private', they are indicated using the icons and against them.

• Click on 'View History' option. The view expands to show the history of state changes which have happened on the ticket.

• The state change events is displayed. Click on any of the events and it expands to show the details of the changes done to individual fields.

• Using the 'Email Notification' and 'SMS Notification' options you can view the history of all notification mails and SMS sent. By default only a limited number of entries are displayed.  Click on the 'More' slider button to view all the entries. Refer to Service Desk->Settings->Email and SMS Notifications for more details on enabling the notifications. For more details on viewing Email Notifications refer the section Viewing E-mail Notifications. For more details on viewing SMS notifications refer the section Viewing SMS Notifications.

• You can get a detailed audit log of all changes on a ticket by clicking on .

• Click on the '+' or '-' symbols to further expand or collapse each entry.

Viewing E-mail Notifications

• Click on Email Notification button . The history of all e-mails associated with the record are displayed.

• By default, all e-mail records are displayed. The type of notification, recipient details, template used and the time sent are displayed. You can select a filter to display only selected type of records. The filters are described in the table below.

Serial. No Icon Button Description      1 All All mails      2 States Filters mails related to state notifications.      3 On Update Filters mails related to notifications on update to record.      4     Enclosure Filters mails related to notifications on addition of enclosures.      5     Workgroup Update Filters mails related to notifications on Workgroup Update.      6     User Feedback Filters mails related to notifications on user feedback.      7     Email Communications Filters all e-mail communications sent from the context of the record.      8     Project Transfer Filters mails related to notifications on Project Transfer.      9    Waiting for Approval Filters mails related to notifications when record is waiting on approval. You can re-send the reminder manually by clicking on the button against the notification. The mail will be re-sent to all recipients configured to receive the notification.      10     Suspended Mails Filters mails which are suspended.      11     SLA Notifications Filters mails which are SLA Notifications.

Viewing SMS Notifications

• Click on SMS Notification button . The history of all SMS associated with the record are displayed.

• By default, all SMS records are displayed. The type of notification, recipient details, template used and the time sent are displayed. You can select a filter to display only selected type of records. The filters are described in the table below.

Serial. No Icon Button Description      1 All All SMS      2 States Filters SMS related to state notifications.      3 On Update Filters SMS related to notifications on update to record.      4     Enclosure Filters SMS related to notifications on addition of enclosures.      5     Workgroup Update Filters SMS related to notifications on Workgroup Update.