Log

The Log window has the same structure and the same options as the List of requests. It is also possible to display all activities that the logged-in user is authorized to view and that have taken place in ALVAO Service Desk (have been inserted in the Log of a request) in the main grid instead of requests.

Note:

Only activities from the current day and from the currently logged-in user will be shown in the default view.

Note:

Activities no older than 3 months are displayed. Older activities are moved into the archive. You can view the archive using the button in the bottom right corner of the table or using the command from the Table – View Archive context menu.

Activities displayed in the log:

Messages – received and sent e.mail messages.
Events – e.g. work progress (note) or a record of the communication with client (event).
Request items changes – e.g. SLA, resolution due date, note change, ...
Request links changes – adding the link, removing the link to the request. Those records can see only the users who have the operator, solver, irregular solver, or manager role at least on one service.

Tip:

Using the filtering you can search e.g. records relating to a specific problem resolution easily in the log.
If you need to process the log further, we recommend sending the table contents to MS Excel.

Notification:

Content of records in the request log can be edited only by the record author.

Note:

All actions performed in the ALVAO Service Desk, either in Console or via WebApp, are displayed in the log.

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