how can I create a report containing the logs of a ticket?
Exactly what I was looking for!
I created the report with the fields that I needed.
That's interesting too!
Thanks for all the tips.
When you say the "logs" of a ticket, can you elaborate a bit on specifically what you are looking for? There are different types of logs associated with a ticket such as event logs, activity logs, notification logs etc. Can you give us an idea of the bigger picture of what specifically the need is? I can certainly give you some ideas that way
sorry ... would be the Activity Log (is recorded in the ticket details).
I appreciate the help
Hi Rosi, OK , so activity log - which is stored in the act_log table and is linked to the respective ticket via the tickets persid, or id number. If you are using a reporting engine such as BOXI or Jaspersoft, you can create a report with input parameters in which you can search fields of the act_log table for certain strings or something.
Let me know if this helps,
We just deploy CA SDM and use the standard report generator ( Business Objects Infoview ) .Apparently this table is not available ...Anyway, thanks for your help.
I'm not sure if this is what you're trying to do, but if you're wanting to include all of the ticket's activity log entries in your report, there may not be a way to do that. When I wanted to show that information in our 'transfer' message template so that the team or person you transfer a ticket to could see in the email notification what was done previously, I was told there isn't a way to show all of them. But you can specify to show some of them. I decided that the 20 most recent activity log entries would be sufficient for me. Below is a screen print of my 'transfer' message template that includes the last 20 activity log entries at the time of the transfer. If showing the last 20 or so entries would be sufficient for what you're trying to do, then you could see if you can add these fields to your report.
And below is a screen print showing an example of what it looks like in the email notification:
To access Activity Log records in a CABI report, base your report on the 'Request / Request Activity' class in the CA Universe, which exposes all the fields of the Activity Log table as well as a range of fields from the request itself:
You are most welcome. I like Tammy’s idea too ☺
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