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Security Logs

  • June 28, 2023
  • 4 replies
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michaelmartel
Skilled Expert
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Are logs available for agent permission changes? I found the logs for requestor updates but can’t find logs for changes to agents’ permissions.

Best answer by eeha0120

Hi.

Several audit logs are currently available at the backend only (you need to submit a support case and they will provide you the logs or data you may need from the backend).

Freshworks is currently working on providing a Web GUI to access that, but there is no ETA yet for this.

 

Regards,

zachary.king
OlivierH
connor88

4 replies

eeha0120
Top Contributor ⭐
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  • eeha0120Top Contributor ⭐
  • Top Contributor ⭐
  • Answer
  • June 28, 2023

Hi.

Several audit logs are currently available at the backend only (you need to submit a support case and they will provide you the logs or data you may need from the backend).

Freshworks is currently working on providing a Web GUI to access that, but there is no ETA yet for this.

 

Regards,

Elvis Henriquez
michaelmartel
Skilled Expert
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  • michaelmartel
  • Author
  • Skilled Expert
  • June 28, 2023

Hi.

Several audit logs are currently available at the backend only (you need to submit a support case and they will provide you the logs or data you may need from the backend).

Freshworks is currently working on providing a Web GUI to access that, but there is no ETA yet for this.

 

Regards,

Thanks!

kennyta
Community Debut
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  • kennyta
  • Community Debut
  • June 29, 2023

To elaborate on this, can only agents request logs? We wouldn’t want a requestor asking for log information. How do you parse who can make these requests? Thank you

zachary.king
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  • zachary.kingTop Contributor ⭐
  • Top Contributor ⭐
  • January 9, 2024

We have seen enhancements for audit logs to include more and more data. But it is still lacking some important information.

Since freshservice struggles to be more granular with its agent permissions, it would hugely beneficial to see logs generated for changes to module configurations. For examle On-Call Management shift changes. With multiple on-call shifts and no way to grant only access to agents to be able to adjust shifts they belong too, we need to be able to see who changed what shift and when. There are other use cases as well. I am hoping to see continuation with building out the audit logs.

- Zach / ITOps Supervisor - ITSM
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