Audit Logs
When you click the Audit Log tab on a record, you can see if other staff members have worked on the record.
You can view each action taken on the record, when it was updated, who made the change, the action performed, and a description of the action (for example, sending a response). This information is valuable for keeping track of interactions with customers, especially if more than one staff member has worked on the same record. The audit log shows any automatic changes that resulted from the application of business rules or through configuration settings. The audit log for incidents and contacts also shows any actions taken by the customer on the customer portal.
When all incidents of a parent object are re-associated to another object, they are subject to Foreign Key Management in the audit log. See https://cx.rightnow.com/app/answers/detail/a_id/12274.
In addition to records (answers, assets, contacts, incidents, opportunities, organizations, and tasks), B2C Service provides an audit log for campaigns, contact lists, documents, mailings, segments, surveys, and quotes.
| Column | Description |
|---|---|
| When | Displays the time and date the action was performed on the record or other item. By default, the most recent action is listed first. |
| Who | Displays the staff member who performed the
action. If Administrator is listed in this column, the action was the result of a business rule or an automatic update by Oracle B2C Service. |
| What | Displays the type of action performed. |
| Description | Displays a brief description of the action performed or provides additional information about the action. |
The Audit Log tab for quotes contains additional information. See How You Manage Quotes.