New Plugin: Audit Log

[jstanden]

After a quick development sprint this afternoon, the Audit Log plugin is ready for you guys to kick around.

The Audit Log tracks property-level changes to tickets (delete, spam, close, move, assignment, subject editing, etc).

To enable the plugin:
Go to Configuration->Plugins and enable 'Audit Log'
Open any ticket. Click the new 'Audit Log' tab.This is slightly different from the 3.x audit log, because it will no longer report ticket creation or requester reply events. That data was really redundant (and obvious from the ticket conversation) -- it just bloats the database.

By focusing on ticket property changes specifically we're able to provide a much cleaner, faster piece of functionality that gives consistent audit information. All the changes map directly to the database fields which were affected -- which greatly simplifies any kind of custom report you'd want to run against the database.

You'll also notice we're using the new 'AbstractViews' system to display the log entries on the new tab in Display Ticket. This means you automatically get column sorting and paging through the log -- something else that was never available in past versions (and it took 5 minutes with Cerb4+Devblocks!).

Updating from SVN:
http://wiki.cerberusdemo.com/index.p...s_Helpdesk_4.0 (http://wiki.cerberusdemo.com/index.php/Upgrading_to_Newer_Versions_of_Cerberus_Helpdesk_4 .0)

Feel free to post your thoughts or requests in this thread.

Enjoy!

[gglynn]

Would it be possible for you to modify this plugin to log and display the old value of the changed property, in addition to the new value?

[pk4]

Would it be possible to display the audit log dates (for things like "created" and "open on this date") in a more readable format? Currently it shows a number.

[Hildy]

Sure, it's possible... That seems to have been an oversight, as the updated_date display already does the epoch->human translation. Take a look at /cerb4/plugins/cerberusweb.auditlog/templates/display/log_view.tpl.php, lines 80-102 if you want to do it yourself. I've also opened an issue for this: http://www.wgmdev.com/jira/browse/CHD-630

[pk4]

Another suggestion here:
The ticket audit log would be a lot more helpful if it contained notes for the message handling/conversation. I.e. Worker X replied to customer at 5:04. Without that it is very difficult to trace the history of a ticket.

[pk4]

On the audit log, it seems to show all actions in the support center as done by "auto".
Is there any way the email address of the user could be in there? or at least some indication that the change was from the SC?

[joegeck]

Hey pk4,

Sorry for the delayed response, I happened to stumble on this aging thread while I was consolidating issues brought up in the forums with our tracking portal.

Another suggestion here:
The ticket audit log would be a lot more helpful if it contained notes for the message handling/conversation. I.e. Worker X replied to customer at 5:04. Without that it is very difficult to trace the history of a ticket.

A similar issue was already brought to our attention, asking to "Add extra entries such as incoming/outgoing messages or sticky notes/comments to the Audit Log". The specific example you gave I filed verbatim in the comments section to give the developers some extra details. You can track any progress here:

http://www.wgmdev.com/jira/browse/CHD-753

On the audit log, it seems to show all actions in the support center as done by "auto".
Is there any way the email address of the user could be in there? or at least some indication that the change was from the SC?

This one was a new suggestion that I assigned it to its own JIRA issue:

http://www.wgmdev.com/jira/browse/CHD-762

[netwrkr]

Don't forget CHD-702 ;)

Tom

[Hildy]

I linked those issues for you, Tom. Thanks for pointing it out. :-)

[iml]

another vote here to get a view of dates/times of meaningful events in the audit log

the old cerberus log was actually very good at this, and looked something like:


Tue Jan 25 2005 03:14PM: agent assigned to Nobody.
Mon Jan 24 2005 07:28PM: agent commented on ticket.
Mon Jan 24 2005 07:27PM: agent moved to queue Whatever.
Thu Apr 29 2004 01:13PM: agent commented on ticket.
Wed Apr 21 2004 10:43AM: agent assigned to another agent.
Wed Apr 21 2004 01:21AM: Ticket created.

It was nice to just click on the audit tab and see meaningful events and times.

now it looks something like

Wed, 06 Aug 2008 10:46:16 -0500 AGENT Spam Training Not Spam
Wed, 06 Aug 2008 10:46:16 -0500 AGENT Last Worker AGENT
Wed, 06 Aug 2008 10:46:16 -0500 AGENT Next Worker Anybody
Wed, 06 Aug 2008 10:45:18 -0500 AGENT Next Worker AGENT
Wed, 06 Aug 2008 10:05:01 -0500 (auto) Subject Whatever
Wed, 06 Aug 2008 10:05:01 -0500 (auto) Created 1218034967
Wed, 06 Aug 2008 10:05:01 -0500 (auto) Group Support
Wed, 06 Aug 2008 10:05:01 -0500 (auto) Spam Score 0.0001