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

    can´t view audit log from incidents

    jorge NameToUpdate

      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 NameToUpdate

            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 NameToUpdate

                             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