Audit

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Introduction

The Service Desk audit logs give administrators complete visibility over any changes made to objects within Service Desk. Logs provide information on when a record is created, updated, or deleted, and who is responsible for the change.

Using audit logs you can see:

Who resolved an incident.
Whether a user received their task email.
Who deleted an asset record.
Who made changes to a user's role and permissions.

Benefits

The audit logs provide:

Complete visibility and control over your data access permissions.
The ability to easily revert unwanted or incorrect permission changes.

Navigation

ITSM customers	ESM customers
Setup > Account > Audit	Organization (or Service Provider) > Setup > Account > Audit

All Audits index page

On the All Audits index page you can view:

Name/id of the user making the change
Source of the change
Action performed
Date/time the action occurred
The message associated with the change (change details)

See List viewfor information on customizing your view.

Audit log retention

Audit log data is retained forever.

Only the last 30 days of audit data is available when you navigate to Setup > Account > Audit.

There are multiple ways to access audit data:

Export to CSV
1. From the All Audits index table, you can export to audit data to CSV.
2. Navigate to Account > Audit.
3. In the upper right click Actions and select CSV - All Time from the dropdown.
  
  When the export is complete an email is sent. It may take quite a while for the export to be sent via email because the exported file can contain a thousand or more audit records.
View a specific record's audit log

From the All Audits index table, click into a record (for example, an asset, ticket, or change). That record's entire audit log displays.
Use an API call

You can use an API call to collect the data you need.