Neha, Personally I don't like how BMC makes audits. Even the new audit that was introduced some time ago - is not on the top on my list.
What I suggested is very simple - (and old fashion if you ask AR System developers). I like it because it works, fast to develop, can be a stand-alone functionality, you can make very good report out of it, and you can audit almost anything you want, It you include InstanceID within the audit can quickly create a table field within HPD:Help Desk that shows changes that is important for you. I find the existing audit within ITSM 7, 7.5, 7.6 and 8.1 difficult to read when acting as a support engineer/manager. A classical audit log will solve this. Any impact? Not really - except for the classical argument - you must use out-of-the-box functionality - no customisations are allowed. If you build it as a standalone it should not stop you from any upgrades of BMC. If you got individuals who makes reports they would love. We made audits like this going back to the old release of AR System. Regards, Terje From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Neha Khandelwal Sent: Thursday, March 06, 2014 3:03 PM To: [email protected] Subject: Re: Status and Assignment LOg ** Thanks Terje, Now I have got right direction to move on. I am using BMC Remedy ITSm 7.6. As per your approach I believe, I need to move my Audit style to Form (Currently it is set as Log) on HPD:Help Desk form. Is there any impact if audit style gets chnaged in HPD:Help Desk form, when all past Incident auditing is stored in Log form. Regards Neha Khandelwal On Thu, Mar 6, 2014 at 3:17 PM, Terje Moglestue <[email protected]<mailto:[email protected]>> wrote: ** Naha, I normally create an audit form with the following fields: Record, Submitter, Audit, From, To, Timestamp Records: Is reference to the ticket or record I am auditing. Submitter: The person who made the change. Audit: What you are auditing. This is a character field and could hold the value, Status, Assigned Group, Priority From: Is the old value To: Is the new value. Timestamp: When the change took place. It could then look like this: INC1, Paul, Status, Assigned, Pending, INC2, Paul, Status, Pending, In Progress INC5, Ann, Assignee, Peter, Paul INC1, Paul, Priority, High, Medium The table grows quickly, correct indexing and field definition are important. You can quickly make very good reports of this table. You then need to create filters that feeds the audit table on submit and on modifications. If I remember correctly I also added a few control fields - it all depends on the requirements. It is a few years since I did this now - it is very simple - and works very well. You also need to take a look at the audit functionality that comes with ARS System. If you use the audit system that comes with AR System there are no need to create the filters that feeds the audit table. It will do it for you. Good luck, Terje From: Action Request System discussion list(ARSList) [mailto:[email protected]<mailto:[email protected]>] On Behalf Of Neha Khandelwal Sent: Thursday, March 06, 2014 5:10 AM To: [email protected]<mailto:[email protected]> Subject: Re: Status and Assignment LOg ** Thanks for the reply. I saw Audit Style in HPD:Help Desk form for my application is set as "Log Style", and therefore changed field values are stored in Log field of Audit Log Form. I need to show following Incident history to user - >From Status To Status From Group To Group Start Date End Date I think, If I changed Form Audit Style to "Form Style", then alos I can not get above information straightforward. If anyone has also fulfilled same requirement, then please suggest me for the approach to follow. Regards Neha On Thu, Mar 6, 2014 at 7:00 AM, andres tamayo <[email protected]<mailto:[email protected]>> wrote: ** maybe audit log forms can help you with your requirement. first you have to check if you have put the right audit configuration based on the fields you want to keep record. 2014-03-05 20:16 GMT-05:00 Neha Khandelwal <[email protected]<mailto:[email protected]>>: Hi List, Can you please assist me in below issue? Is there any form in BMC Remedy ITSM 7.6, which holds past history of HPD:Help Desk I mean form which stores, 1. Current and previous status 2. Current and previous assignment information. I found in Assignment Log form only information related to assignment is available, but not the Status information. Regards Neha Khandelwal _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org<http://www.arslist.org> "Where the Answers Are, and have been for 20 years" _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
