Audit Trails Administration Overview
Audit Trails provide a way for you to track when specific pieces of information are changed within the system. The audit information includes the before and after values, as well as the user code of the person who made the change.
The following types of audit trails are available:
Case audit trails: Tracks changes to information on cases. For information, see the Case Audit Trails section below.
Case Access audit trails: Tracks the user code and date of access on a case. For information, see Viewing Audit Trails.
Maintenance audit trails: Tracks changes to application setup (for details, see Application Setup Overview.) and configuration information. For information, see the Maintenance Audit Trails section below.
Each of these types of audit trails can be activated independently of each other. For information about activating audit trails, see Activating Audit Trails. Audit trails are activated on a per-configuration basis and are reported on a global basis. Audit trails are "all or none;" that is, all case data is audited once audit trails are activated. You cannot choose only specific fields to be audited.
There is an administrative report called the Audit Trail Report that allows you to report on information that is tracked by the audit trails feature.
Case Audit Trails
Case audit trails can be viewed by running the Audit Trail Report, or by opening the Audit Trail window from the Application Menu. To view all audit trails for the current case, select Application Menu > Case Audit Trail.
When case audit trails are activated, field-level changes to the following information are included in the case audit trails:
Address information
Case header information
Issue information
Issue details
Case enclosures
Case text entries
Letters
Changes to the following items on a case are excluded from the case audit trails:
Attachments
Actions
Category codes renamed by category maintenance are not audited on the associated case
Data inserted, updated or deleted by Emplifi Agent utilities, including the SQL Report
External manipulation of the database
Audit trail enabled and disabled.date/time
Emplifi Knowledge Agent Assist
Addition and Deletion of Case-Related Data
In addition to the field-level changes listed above, the following case data are audited when they are added to or deleted from a case. Not all information regarding each item is kept; only enough information to uniquely identify the row:
Data Item | Audited Data |
|---|---|
Other Addresses Secondary Addresses | First Name, Last Name |
Issues | C05 Code (typically a reason or issue code) |
Attachments | Attachment Description |
Case Texts | Text Type Code |
Letters | Standard Letter ID |
Enclosures | Enclosure Code |
The audit trail now includes deleted case information, including all individual case elements in the system_audit table.
When Audit Trails Occur on a Case
When changes are made at the field-level, the audit trails are saved when the case is saved.
With only a few exceptions, adding new items does not create an entry in the audit trail. Usually, only changes to existing items create an audit trail. When new letters and attachments are added, a “New Record” row displays in the audit trail.
Case Access Audit Trails
Case Access audit trails can be viewed by running the SQL Report, or by opening the Case Access Audit Trail window from the Application Menu. To view all Case Access audit trails for the current case, select Application Menu > Case Access Audit Trail.
The following information is shown:
User Code
Event Date
Maintenance Audit Trails
Changes to the following items are included in Maintenance Audit Trails:
Address
Action
Case
Category
Category Code
Category Migration
Company Definition
Configurations
Code Dependent
Code Dependent Folder
Code Migration
Import Form
Enclosure
InfoCenter
Notification
PowerLocator
Product
Profile
Security Functions
Security Roles
Spelling Dictionary
Standard Paragraph
Suggestions
Survey
Survey Run
System User
Thresholds
Time Frame
Time Period
Changes to the following items are excluded from Maintenance Audit Trails:
Emplifi Agent Configuration Maintenance
Favorites
MessageCenter
External files: Infocenter attachments, telephony recordings
Data manipulated by utilities
Reports, including the SQL Select Report
Audit trail enabled and disabled.date/time
Campaigns
Languages/Translations
Normalization Data
Standard Letters
System Parameters maintenance
Web Service Providers maintenance