Audit trail: field not available

Environment TOPdesk version SaaS / on-premises Requirements - Answer If you want to keep track of the audit trail of a certain field that is not available in the audit trail, you can use a log entry. If you can't see the log entry tab (under the Attachment tab of a card), you need to activate it via the 'Functional Settings > General > Functionality > Display log on Attachments tab'.

Environment TOPdesk version SaaS / on-premises Requirements - Answer If you want to keep track of the audit trail of a certain field that is not available in the audit trail, you can use a log entry. If you can't see the log entry tab (under the Attachment tab of a card), you need to activate it via the 'Functional Settings > General > Functionality > Display log on Attachments tab'. Set up log action With an event and an action, you can make sure that a log entry is created when a certain field is adjusted. For example, the audit trail of the Status field on a Hardware card can be set up like this: 1) Create a new event ⒈Creating a new event differs slightly per TOPdesk version: ◦In TOPdesk 5: Open 'TOPdesk Settings Management' >  Click 'Settings' > 'Event explorer' in the menu > Click 'Event' > 'New' in the menu. ◦In TOPdesk 6: Go to 'Modules > Action Management > Event Explorer > Create > New. ⒉Select the Hardware table. ⒊Select the type 'Edit card'. ⒋Give the event a name and check ‘Active’. ⒌Tick 'Apply' under 'Edit specifications'. ⒍Select the field ‘Status’. ⒎Click 'Save'. ⒏Save the settings. This will give an event that looks a bit like this: ※ 2) Create a new action: ⒈Creating a new action differs slightly per TOPdesk version: ◦In TOPdesk 5: Open TOPdesk Settings management > Click Settings > Action explorer in the menu > Click Action > New in the menu > Select the correct table. ◦In TOPdesk 6: Go to modules > action management > action explorer > create > new > ⒉Select the type ‘Log action’. ⒊Choose the correct card type. ⒋Give the action a name. ⒌Check the options ‘Active’ and ‘Apply in the Operator's Section’. ⒍Add the content of the log entry to the block ‘Message’. ⒎To use a variable field, you can choose the option ‘Insert field/list’. ⒜By clicking [Old value] next to the recycle bin icon, you can add the old value of a field. For example the [Old_value.Status] field. ⒝By clicking Hardware, next to the screen icon, you can add the new value of a field. For example, the [Status] field (under General Data). ⒞By clicking [System] next to the incident field, you can add the current time/date or the current user. For example, the [System.Current_date/time] or [System.Name_current_user]. ⒏Link the created event to the created action. ⒐Save the settings. This would eventually lead to something like the screenshot below. Log entries are shown in the tab 'Attachments', sub tab 'Log entries'. ※