CA Service Management

  • 1.  Is that possible to modify log messages ?

    Posted Feb 02, 2017 12:34 PM

    Hello,

     

    We have made a new reporting solution based on SAP BI, with an ETL and a datawarehouse.

     

    We have met some difficulties to modify activy logs wich are not exactly the same (for example about the field Assignee : we do not have the same log if it is modified by the button "Modify" directly on the screen, or if it is modified by "Activity > Transfer"). That is difficult to manage because we have to define many rules handling each cases.

     

    The developper's team told us that they do not know if it is possible to correct anything by our way. So, that is my question : can we rewrite these logs ?

     

    Thank you for your help.



  • 2.  Re: Is that possible to modify log messages ?

    Posted Feb 06, 2017 02:18 AM

    Hi Swelo,

     

    1. It is not very clear what issue you are battling with here. What do you mean\imply with "We have met some difficulties to modify activy logs wich are not exactly the same (for example about the field Assignee : we do not have the same log if it is modified by the button "Modify" directly on the screen, or if it is modified by "Activity > Transfer")"? Can you attach some screen prints to help us understand what you are struggling with?

     

    2. As far as changing the activity log, my take is that it is not a good idea to fiddle around with the data as some of the messages are system generated. Perhaps you can look into the option of making it mandatory for Analysts to enter some description when transferring tickets or updating statuses etc... 

     

    Kind Regards,

    Brian



  • 3.  Re: Is that possible to modify log messages ?

    Posted Feb 06, 2017 07:51 AM

    If you use the activities menu will minimize this impact