Enable Creating an Audit Trail for Queues

You can create an audit trail of changes made to the business objects related to skill-based routing.

By default, only certain fields of the queue object are audited. If you want more fields to be audited, you must add them. You can also do an audit for the child objects by doing some configuration. Similarly, you must enable the audit for any administratordefined child objects that you create from Application Composer.

To enable the audit for additional fields or the child objects of the Queue object:

1. Sign in to the application as a setup user or administrator.

2. Navigate to the Setup and Maintenance work area.

3. Open the Tasks panel tab and click Search.

4. In the Search window, search for and click the Manage Audit Policies task.

5. On the Manage Audit Policies page, click Configure Business Object Attributes.

6. On the Configure Business Object Attributes page, select Service from the Product drop-down list.

   All the objects that can be audited are displayed. This includes the administrator-defined objects or administrator-defined child objects for ready-to-use entities created using Application Composer.

   For the Queue object, the Audit check box is selected by default. The subset of attributes that can be audited are also displayed.

7. Click Actions > Synchronize, and then click Save.

8. Click Add.

9. In the Select and Add Audit Attributes dialog box, select the check box next to the attribute that you want to add, and click OK.

10. To add attributes to audit for each ready-to-use or administrator-defined child object of the Queue object, select the check box next to the object.

    Note: The ready-to-use child objects and administrator-defined child objects of the Queue object are displayed. For each of these child objects, one or more attributes are audited by default.

11. Repeat steps 7 and 8 to add more attributes.

12. Click Save and Close.