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Audit Trails provide a way for you to track when specific pieces of information are changed within the system. The audit information includes the before and after values, as well as the user code of the person who made the change.
The following types of audit trails are available:
- Case audit trails: Tracks changes to information on cases.
- Case Access audit trails: Tracks the user code and date of access on a case.
- Maintenance audit trails: Tracks changes to application setup and configuration information.
Each of these types of audit trails can be activated independently of each other. Audit trails are activated on a per-configuration basis and are reported on a global basis. Audit trails are "all or none;" that is, all case data is audited once audit trails are activated. You cannot choose only specific fields to be audited.
There is an administrative report called the Audit Trails Report that allows you to report on information that is tracked by the audit trails feature.
Case Audit Trails
Case audit trails can be viewed by running the Audit Trail Report, or by opening the Audit Trail window from the Application Menu. To view all audit trails for the current case, select Application Menu 
Case Audit Trail.
When case audit trails are activated, field-level changes to the following information are included in the case audit trails:
- Address information
- Case header information
- Issue information
- Issue details
- Case enclosures
- Case text entries
- Letters
Changes to the following items on a case are excluded from the case audit trails:
- Attachments
- Actions
- Category codes renamed by category maintenance are not audited on the associated case
- Data inserted, updated or deleted by Emplifi Agent utilities, including the SQL Report
- External manipulation of the database
- Audit trail enabled and disabled.date/time
- Emplifi Knowledge Agent Assist
Addition and Deletion of Case-Related Data
In addition to the field-level changes listed above, the following case data are audited when they are added to or deleted from a case. Not all information regarding each item is kept; only enough information to uniquely identify the row:
| Data Item | Audited Data |
|---|---|
|
Other Addresses Secondary Addresses |
First Name, Last Name |
|
Issues |
C05 Code (typically a reason or issue code) |
|
Attachments |
Attachment Description |
|
Case Texts |
Text Type Code |
|
Letters |
Standard Letter ID |
|
Enclosures |
Enclosure Code |
Note: The audit trail now includes deleted case information, including all individual case elements in the system_audit table.
When Audit Trails Occur on a Case
When changes are made at the field-level, the audit trails are saved when the case is saved.
With only a few exceptions, adding new items does not create an entry in the audit trail. Usually, only changes to existing items create an audit trail. When new letters and attachments are added, a “New Record” row displays in the audit trail.
Case Access Audit Trails
Case Access audit trails can be viewed by running the SQL Report, or by opening the Case Access Audit Trail window from the Application Menu. To view all Case Access audit trails for the current case, select Application Menu Case Access Audit Trail.
The following information is shown:
- User Code
- Event Date
Maintenance Audit Trails
Changes to the following items are included in Maintenance Audit Trails:
- Address
- Action
- Case
- Category
- Category Code
- Category Migration
- Company Definition
- Configurations
- Code Dependent
- Code Dependent Folder
- Code Migration
- Import Form
- Enclosure
- InfoCenter
- Notification
- PowerLocator
- Product
- Profile
- Security Functions
- Security Roles
- Spelling Dictionary
- Standard Paragraph
- Suggestions
- Survey
- Survey Run
- System User
- Thresholds
- Time Frame
- Time Period
Changes to the following items are excluded from Maintenance Audit Trails:
- Emplifi Agent Configuration Maintenance
- Favorites
- MessageCenter
- External files: Infocenter attachments, telephony recordings
- Data manipulated by utilities
- Reports, including the SQL Select Report
- Audit trail enabled and disabled.date/time
- Campaigns
- Languages/Translations
- Normalization Data
- Standard Letters
- System Parameters maintenance
- Web Service Providers maintenance
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