System -> Much more robust audit trailing (i.e. global logging, configurable)

[abfm]

i suggest adding a sophisticated logging system which will log every missed chat session, time between answered tickets per agent etc...

[richm]

I just noticed that there is no audit trail (no entries in the "audit" tab for a ticket) when you change data on the edit tab.

This is a concern. Staff can change important ticket data and there will be no record of the changes.

Knowing what has happened with a given ticket is rather important...

Rich

[supportskins]

Interesting, probably something Kayako developers missed out. Should be added. I suggest you submit a feature request.

[richm]

I just noticed that there is no audit trail (no entries in the "audit" tab for a ticket) when you change data on the edit tab.

This is a concern. Staff can change important ticket data and there will be no record of the changes.

Knowing what has happened with a given ticket is rather important...

This is one we could use sooner (much) rather than later.

Regards,

Rich

[richm]

Done.

http://forums.kayako.com/showthread....2381#post52381

Hope they can get to this soon.

Rich

[Mahesh Slaria]

Hi Rich,

I am unable to duplicate this issue on my development box. Can you please provide me steps to replicate this issue?

I edited the all fields from edit tab but with no luck, everything is fine at my end.

Thanks,

[Siora]

Originally Posted by Mahesh Slaria

Hi Rich,

I am unable to duplicate this issue on my development box. Can you please provide me steps to replicate this issue?

I edited the all fields from edit tab but with no luck, everything is fine at my end.

Thanks,

I think what Rich is referring to is this.

Take a ticket, edit the subject and save. Then go into the audit log of that ticket and notice that the edit was NOT tracked. This poses a problem since staff members can edit tickets with no tracking so as a manager you cannot track abuse or errors.

[richm]

Siora has hit the nail on the head. There is no tracking in the audit log when you make changes on the edit tab. This could be a source of abuse. All actions as they affect tickets should be tracked in my opinion. This problem is rather concerning to me.

Rich

[richm]

Just an fyi here, From the manual:

The audit log of a ticket details every action performed by the user, system or a staff user on a ticket. The audit log provides a powerful way of overseeing the path a ticket has taken through the support system...

[johnham]

Is there a way to log ticket deletes? I have an employee who "cleans" or tickets of all spam each day. I also have customers complaining about lost or deleted tickets. I suspect that she might be a little liberal with her "cleaning".

Is there a log that would let me look for patterns in ticket deletes maybe even include WHO deleted the ticket.

[supportskins]

Yes this indeed is possible. Even though a ticket is deleted, it leaves the auditlog for that ticket in the swauditlog table. You can retrieve the data by running manual database queries.

[johnham]

AWESOME!!! I knew this couldn't have been overlooked!!!

[supportskins]

You bet! It is a very key feature (a must).

[Siora]

Originally Posted by supportskins

Yes this indeed is possible. Even though a ticket is deleted, it leaves the auditlog for that ticket in the swauditlog table. You can retrieve the data by running manual database queries.

Maybe there should be a GUI interface that can perform this and include it in the admin CP only so that only admins can retreive such data.

[supportskins]

Originally Posted by Siora

Maybe there should be a GUI interface that can perform this and include it in the admin CP only so that only admins can retreive such data.

That is a good suggestion!