Service Desk Audit Trail

[Former Member]

Hi All,

Is there an audit trail for the Service Desk that tracks changes for all items such as status, category, subject, support team, person responsible, actions, etc...

preferably with user and a time stamp

thanks,

Jason

[Former Member · Accepted solution]

transaction CRMD_ORDER. Locate the ticket. Goto menu 'Extras' -> 'Change Documents.

Is this what you're looking for?

[Former Member]

<sigh> I knew it had to exist and I knew it had to be easy to get to. Thanks Jung.

[Former Member]

Hi Nathan,

I tried various reports but I don't see a way to see the audit trail for a Support Message. I'm looking for something like:

04/15/2007 10:07 - BJONES - Message Created

04/15/2007 10:07 - BJONES - Status set to New

04/15/2007 10:07 - BJONES - Support Team Determined

04/15/2007 10:07 - BJONES - Email Support Team Action fired

04/15/2007 12:01 - NWILLIAMS - Status changed to In Processs

04/16/2007 08:04 - NWILLIAMS - Text added to Overview tab

04/16/2007 08:04 - NWILLIAMS - Status change to Proposed Solution

04/16/2007 08:04 - NWILLIAMS - Email Message Creator Action fired

04/17/2007 10:09 - BJONES - Status changed to Confirmed

[Former Member]

Jason have you tried performing the Service Desk Analysis?

- Execute T-code SOLUTION_MANAGER

- Choose your solution

- Choose Solution Reporting --> Service Desk

- Execute Service Desk Reporting

This is also accessible by SOLAR_EVAL >Solution>Service Desk

If you have found another way of doing this please share.

Thanks