In the Redwood Help Desk, agents can now access and review the Audit Log for any changes made to a Help Desk Request.
By default, only specific fields within the Help Desk Request objects are enabled for auditing. To include additional fields in the auditing process, you must configure this through the “Manage Audit Policies” task within Setup and Maintenance.
To access the audit log for a Help Desk request, utilise the “Show Audit History” action located in the action bar at the top of the page while viewing the Help Desk request.
Reviewing the Audit Log yields valuable insights, including identifying individuals who have previously worked on the request and a clear understanding of updates to a Help Desk Request record.
This functionality empowers a deeper analysis of reassignment patterns and response times, ultimately enhancing operational efficiency.
The Audit Log feature is optional, and you must manually enable it following the upgrade of your Fusion environment to the specified version mentioned above.