It would be beneficial to have an activity log on a person’s record (Agent and Requester) to see what was changed when. It would also be beneficial to know when a person’s account was created, deactivated, reactivated… what access / permissions were added and removed, what agent group they were added and removed from, who they are listed as a manager for, etc. This makes user management a little easier and with the ability to search on these features would make the tool more user friendly.
New Idea
Requester / Agent - Activity Log
You can do an audit but it should also be against the person record itself and the audit only shows you so much. You should have the full history of what has changed in a person record like you do with tickets so that you know what access has been added or removed at any point in time so you can check what access someone may have had previously e.g. if they get deactivated you should be able to find out what reports they had access to previously, what roles and groups they were in so you can restore their access to its previous state.
You should also be able to see what a field in the user fields was updated from and to and at what date and who made the change. So if anything went wrong with an import it is easier to investigate.
This is required for auditing purposes and would be highly beneficial. The other benefit would be what updated it, was it a workflow, integration, person… Much like in a ticket, it tells you which workflow updated the ticket and what was run on it.
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