Audit Report

This report lists the actions/ operations performed by all (or specified) help desk technicians. It provides details such as, what action was performed on which object and the time at which it was performed. It also offers options to narrow down the search results based on the:

• Technician name.
• Task details.
• Object managed.
• Managed object's domain.
• Action category
• Module used
• Domain name

The time frame for which you want the report to be generated can easily be defined using filters like last 1 hour, last 7 days, last 30 days, custom period. The report can be exported to CSV, PDF, XLSX, HTML formats. You can also schedule email delivery of this report for a particular date and time/ time interval.

To generate this report,

1. Click Delegation tab.
2. Click Audit Report located under Help Desk Audit Reports.
3. In the Select Help Desk Technicians field, select the desired technicians whose action details you want to know.
4. In the Period field, specify the time duration for which you want the data.
5. You can click on the Details option in the report to see complete details of the tasks performed.

Archive Audit Reports

This option allows you to archive the actions performed by all help desk technicians during any period of time. The archived reports can be stored at any location defined by you, for any amount of time, as per your requirement. You can thus perform the following actions using this option:

• View archives
• Archive settings

The reports can be exported in different formats such as CSV, PDF, XLSX, and HTML.

View archives

This option allows you to view the archived data of a particular time period. It also allows you to filter the data available therein based on help desk technician and time period.

To view archives,

• Click Delegation.
• Click Audit Report located under Help Desk Audit Reports.
• Click Manage Archives located at the top right of the page.
• Select View Archives.
• In the Select Archive field, select the archived report to be viewed from the list of archives in the new window.
• In the Select Help Desk Technicians field, select the technician whose action details is to be viewed.
• In the Period field, select the period for which the data is to be displayed for the selected archive.
• If Custom Period is selected, choose the Start Time and Finish Time to customize the period for which data is to be displayed for the selected archive.
• If you want to restore the closed and canceled requests from the archive, enable Restore Workflow Requests checkbox.
• Click Go to view the archived report.
  Note: The archived audit reports and the restored workflow requests will be cleared every Sunday at 20:00 hrs and will have to be restored if you want to view the report after that.

Archive settings

This option helps you configure the archive settings i.e., the archive interval, retention period, and location, according to your requirement

To manage archive settings,

• Click Delegation.
• Click Audit Report located under Help Desk Audit Reports.
• Click Manage Archives located at the top right of the page.
• Select Archive Settings.
• In the Audit reports archive interval field, enter the time interval (in days) after which archiving is to done. The archive scheduler repeats after every 'n' days mentioned in this field. All the data for this time period will be archived.
• In the Archive files retention period field, enter the time duration (in years) for which the archived data is to be retained. The retention period begins from the time the data is archived till the period mentioned in this field.
• In the Archive Location field, enter the location where the archived reports are to be stored.
• Click Save to apply the settings.