+10Recently someone made bad changed on some service catalog items and we could not find out who it was.
We need a Audit Log for the Service Catalog Items.
Similar to the one you have already for Admin Settings (but that one could also track ALL settings and not just some which you decided)
We had some items deleted with no way to restore them or identify who deleted them. An audit log and recently deleted items section would be super helpful.
+9Its even worse to be honest. If you remove a field within the service catalog item all service request tickets that you ever created with that service catalog item will lose the information within the ticket that got inserted in that field because they dont “copy” the input value in the old ticket. It is linked to the original service catalog item.
That’s why we cannot delete fields or old service requests. They are just stored as draft when we don’t need them anymore.
+10Its even worse to be honest. If you remove a field within the service catalog item all service request tickets that you ever created with that service catalog item will lose the information within the ticket that got inserted in that field because they dont “copy” the input value in the old ticket. It is linked to the original service catalog item.
That’s why we cannot delete fields or old service requests. They are just stored as draft when we don’t need them anymore.
That’s exactly my point as well. This was not likes by our auditors at all. At least it is still displayed in the “Activities” tab
+8
+5Love the idea here! I definitely vouch for the restore option similar to a recycle bin you can restore within 30 days or something like that. When an item is deleted, the api name remains in database; however, you can never use/update/change it again.
Its even worse to be honest. If you remove a field within the service catalog item all service request tickets that you ever created with that service catalog item will lose the information within the ticket that got inserted in that field because they dont “copy” the input value in the old ticket. It is linked to the original service catalog item.
That’s why we cannot delete fields or old service requests. They are just stored as draft when we don’t need them anymore.
My workaround here is in the automator once item is approved, add a private note formatted how you want with the placeholder ‘{{ticket.visible_service_item_fields}}’ so we know if that service item changes, it's still searchable and not completely lost. You will lose this in any analytics or reporting though. Only a workaround for service sensitive requests.
+8Definitely glad this is being considered! Haven’t run into any issues myself, yet, but I hope this will be available when/if I ever do!
+8Recycle bin and version history for sure!
Similar to workflows, I would love to see Service Items NOT unpublished while they are being updated. We don’t always want to work out of a Sandbox for changes but also don’t want to create confusion for customers by having popular Service Items vanish from the menu.
In addition to the above we need to be able to see an audit log for incoming and outgoing emails while they are in the activity tab it is hard to filter through thousands of tickets to try to look for an email log for audits, troubleshooting, etc. The audit section needs some work for sure.
+10I’d like the ability to export audit logs to my in-house SIEM (Splunk). That would make my security team super happy.
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