CA Service Management

We have a requirement to audit Special Handling related updates as in who added which contact record to a given special handling and/or vice versa i.e., which special handling has been updated for a given contact and by whom.

How do we go about achieving this?

I came across the following tech doc which states that audit_upd option does audit the cnt and group -

http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec478063.aspx

Auditing monitors the following Service Desk objects:

• Data Partitions (dmn and dcon objects)
  
  
• Issues (iss object)
  
  
• Change Orders (chg object)
  
  
• Requests/Incidents/Problems (cr object)
  
  
• Contacts and Groups (cnt object)
  
  
• Configuration Items (nr object)

I am inquisitive to learn more about it, since I installed the audit_upd option and any changes / updates made to contact record does not show up in the audit log trail. Can someone guide me on how to accomplish our requirement?

Take a look at the sample file:  audlog_site.mod - located in $NX_ROOT\samples\call_mgt

Specifically, to the OBJECT cnt section.

This is also referenced in the community discussion:  Audit Log for Security Objects

Also, from ServiceDesk Users:  Audit log - Customizations / Modifications - ServiceDeskUsers

I have posted to the TECDOC that it should be updated to reference audlog_site.mod for making modifications.

I'm sure there are people in the community who make this mod often.  If I get some free time I will try to assist.

J.W.

will give it a try but not sure that audit_log will work on BREL and/or LREL if you start from the cnt object

You may think to start from the contact_handling object but as far I can remember this method don't work outside of the table  referenced in the audlog_site.mod file.

Then my guess is that the only possibility will be to write your own method to store that information.

/J