Possible Event Types in Service Desk Event Logs

Document ID : KB000016529
Last Modified Date : 14/02/2018
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Introduction:

Examining a CA Service Desk Manager (CA SDM) call request, incident, problem, or change order ticket, as well as Contact listings, one will notice that there is a Logs tab and an Event Log attached.  This is not the same thing as the Activity Log and is also not a reference to the Service Type Events.  Rather, it contains a log of events that an end user may be involved in, from creating a ticket or even logging into the application.

This document discusses the various events that may be logged in the above objects, and if they may be edited/modified in any way.

Question:

Describe all the possible events that may be logged in a given object's Event Log, and if it is possible to modify the possible events that could be logged for a given object.

Environment:
CA Service Desk 12.6 or higher
Answer:

The possible event ids that exist, as defined in table event_type (id, code, and description given) are as follows:


"1" ,"LOGIN" ,"User logs in"
"2" ,"LOGOUT" ,"User logs out"
"3" ,"CR_CREATE" ,"User creates a request/incident/problem"
"4" ,"ISS_CREATE" ,"User creates an issue"
"5" ,"CHG_CREATE" ,"User creates a change order"
"6" ,"EMAIL" ,"Analyst emails a document"
"7" ,"LINK" ,"User accepts a solution and links it to a ticket"
"8" ,"UNLINK" ,"User unlinks a solution from a ticket"
"9" ,"SEARCH" ,"User searches knowledge"
"10" ,"FAQ" ,"User searches FAQs"
"11" ,"DT_NAVIGATE" ,"User navigates a decision tree"
"12" ,"KD_BOOKMARK" ,"User bookmarks a knowledge document"
"13" ,"KD_COMMENT" ,"User adds a comment to a knowledge document"
"14" ,"KD_CREATE" ,"User creates a knowledge document"
"15" ,"KD_OPEN" ,"User views a knowledge document"
"16" ,"KD_RATE" ,"User rates a knowledge document"
"17" ,"KD_NEW" ,"User clicks on the New Documents folder (link)"
"18" ,"KD_REJECT" ,"User rejects a document from being a solution to a ticket"
"19" ,"KD_T_AVOID" ,"ServiceDesk Ticket is avoided by using the self service"
"20" ,"KD_DELETE" ,"User deletes a knowledge document"
"21" ,"CHG_CONFLICT" ,"User executes Conflict Analysis for a Change Order"
"22" ,"TICK_OPEN" ,"User views a Ticket"
"23" ,"TICK_SEARCH" ,"User searches for Tickets"
"24" ,"KD_PRNT" ,"User Prints a Knowledge Document"
"25" ,"CHG_SCH_CNFL" ,"Change schedule conflicts with change windows"
"26" ,"TERMS_ACC" ,"User accepts Terms of Usage"
"27" ,"TERMS_REJ" ,"User rejects Terms of Usage"
"28" ,"DEP_ATTR_CTL" ,"Dependent attribute control violation"
"29" ,"ST_RULE_VIOL" ,"Status Transition violation"

CABI reporting may refer to an Event id in its reporting, which is based on the above id numbers.  An example of such a report is the "Knowledge Usage by Analyst" report, which references the above Events through its numerical id value.

Additional Information:

It is not possible, nor is it advised, to modify the above MDB event_type table in any way.  The event_type table contains a static number of system defined events, which are applied via native functionality depending on user actions taken.  Extensive coding and customization is necessary to expand the scope of events which may be logged beyond the above possible events.

Modifying the wording of the above events (i.e. change event 22 to read "User opens or views a Ticket" instead of the native "User views a Ticket") requires direct manipulation of the event_type MDB table and is outside the scope of CA Support.