ProblemTracker keeps a history of all operations which modify a record. This history allows you to keep an audit trail of which individuals worked on a particular record, when they worked on it, and what type of operation was done to modify the record.
To view the Record History for a particular record:
You can also run specific queries over the record history to obtain statistics, such as the number of records that underwent a particular state transition within a particular time period. To run a history query, use the History icon located in the Button Bar.
To run a Record History query:
The results of a History query can be printed by clicking on the Print icon on the page where the History Query results are displayed. If there are a large number of entries that match your search criteria, it may take longer to generate the results for printing.
The results of a History query can be exported to a CSV file (comma separated values format) by clicking on the Export button on the page where the History Query results are displayed.
When running a History Query, the following options are available for defining search criteria:
The results can be limited to actions performed within a certain date range. Use the "On or After" field with or without the "AND Before" field to specify the date range for the entries you wish to include in the results
Action Use the Action field to limit the results of the history query based on the activity that generated the entry in the record history. The following table lists the actions documented by the record history with a description:
The history query results can be limited to actions performed by a particular user
Select an interface to limit the results to only actions performed via a particular interface. Select "WEB" to include only actions performed by users logged into ProblemTracker or via users browsing to the Inet page. Select "EMAIL" to include only actions performed through the Add via Email feature. Select "API" to include only actions performed using the ProblemTracker Software Development Kit (SDK).
Enter a key word(s) to limit the results to actions that contained this key word(s) in the history comment field.
Also known as Record Number. You can search for the history entries for a particular record by selecting = and entering the Record Number. Or, you can search for the history entries for a range of records lower or higher than a certain record number using the < or > options.
Select a state (or State Group) to limit the results to actions where the status after the action completed was the selected state (or one the states in the selected State Group). Select the system defined State Group "All" if you don't wish to limit the results by state.
Select a user to limit the results to actions where the user the record was assigned to after the action completed was the selected user.
If you wish to limit the entries displayed in the results by Product, select an option in the Product field
The following options are available to customize the content included in the report results:
Select the data items from the Record History that you want to be included in the report results. Each item selected will be displayed as a column in the history report results. To select multiple items, hold down the CTRL button on your keyboard as you click on the history column items. See Search Criteria section above for a description of each item.
Select a report layout to display field information from the records which are referenced in the history report results. All report layouts to which you have access will be available in the pulldown. Members of the Admin user group will have access to all group report layouts irrespective of whether they are members of other user groups. Selecting <Default> will display the fields Status, Assignee, and Product in the columns of the history report results.
Choose up to 4 fields by which the history report results should be sorted. For each field selected, choose whether the sorting should be ascending or descending. The fields that can be selected for sorting are Action Date, Action, Action By, Interface, PRN, Status, Assigned To, Product. See Criteria section above for a description of the fields.
Maximum Records per Page
Set the maximum number of records (any number from 5 to 100) that should be displayed on each page of the history report results.