7 Replies Latest reply: Jun 4, 2012 12:12 PM by Fernando Cruz RSS

can´t view audit log from incidents

jorge.tapia

Hi team,

 

I have a problem with audit log from incidents, in some incidents can view the audit log, but in some we can´t view it.

Somebody knows why is existing this issue???

 

Regards.

 

George

  • 1. can´t view audit log from incidents
    RM Raja

    If you are trying through mid-tier, then you just flush the mid-tier cache and give one more try.

     

    Regards

    Raju M.

  • 2. can´t view audit log from incidents
    jorge.tapia

    Thanks Raju,

     

    i have flushed the mid-tier cache but the issue still exists.

     

    Any other idea???

     

    Regards

     

    George.

  • 3. can´t view audit log from incidents
    Bhupendra Rajpurohit

    Hi George,

     

    I would try to figure out this problem in generic manner by identifying certail patters or circumstances under which this is occuring.

    Have you recognised if there is any specific pattern or situations in which you are observing this behaviour ?

     

    For Eg: Incidents where you are able to view audit logs

                 Does those belongs to specific groups OR worked by specific persons ?

                 Does the audit logs entries shows changes done by all users OR system users (by remedy) ?

                 Does this problem happens for admin as well as non-admin users both ?

    Is there any specific time period when you observe this behaviour ?

    Were there any changes after which you have started observing this behaviour ?

     

    May be any of such queries can lead to you in some direction which can help you to identify the root cause.

     

    Regards,

    Bhupendra Rajpurohit

  • 4. can´t view audit log from incidents
    jorge.tapia

                 Have you recognised if there is any specific pattern or situations in which you are observing this     

                 behaviour ?

    No, is not in specific situation, sometimes happens and sometimes not, but always the same situation in an specific INC

                 Does those belongs to specific groups OR worked by specific persons ?

    This happens with all the groups and persons.

                 Does the audit logs entries shows changes done by all users OR system users (by remedy) ?

    Yes by all

                 Does this problem happens for admin as well as non-admin users both ?

    Yes we can reply it with all the users

                 Is there any specific time period when you observe this behaviour ?

    No, is sporadically sometimes happens and sometimes not

                 Were there any changes after which you have started observing this behaviour ?

    Is a new environment, they have two months in production

     

    Regards

     

    George.

  • 5. can´t view audit log from incidents
    Fernando Cruz

    Hi George,

     

    I had the same ISSUE and the solution i followed was very simple:

     

    - Open Developer Studio in development mode.

    - Open HPD:HelpDesk form.

    - Open the form properties.

    - In the Audit option disable the Audit State field.

    - Save the changes.

    - Restart services.

    - Flush Cache.

     

    Once the services are up follow the same activities but enabling the Audit option:

     

    - Open Developer Studio in development mode.

    - Open HPD:HelpDesk form.

    - Open the form properties.

    - In the Audit option enable the Audit State field.

    - Save the changes.

    - Restart services.

    - Flush Cache

     

    Or just get sure that the Audit option is enabled.

    This steps solved my ISSUE, hope were functionally for u.

     

    Regards

    Fernando Cruz

  • 6. can´t view audit log from incidents
    Atly L

    Hi Fernando,

     

    I am facing same type of issue.

    In my case it happens to only non-admin users.

     

    urgent help appreciated.

     

    Regards,

    Atly

  • 7. can´t view audit log from incidents
    Fernando Cruz

    Hi Atly,

     

    Did you resolve your ISSUE? If not, have you followed the steps I describe upstair?

     

    Regards

    Fernando Cruz