Logs

•
Version: 10
• 2 minutes to read
 • 2 minutes to read

The system logs all noteworthy actions and changes pertaining to tickets. You can also add your own log entries.

Write a message to the ticket log

You can manually write messages to the ticket log. Not to be confused with the message objects associated with the ticket.

Void log(String message)

Logs a message to the ticket log.

Ticket t;
t.load(2);
t.log("here we go again!");

Void log(String who, String message)

A variant of log() that includes who made the entry.

Ticket t;
t.load(2);
t.log("SuperStar RequestHandler", "I can handle anything and anyone!");

Search the log

When inspecting logs, the CRMScript SearchEngine is your best friend. Here's some info commonly filtered on:

  • ticket_id
  • message_id
  • user_id
  • customer_id
  • log_when (DateTime)

Look up more options in the database reference.

Example searches:

  • requests amended or updated in a specific way within a specific period
  • all requests that a user has changed in the last week, regardless of who is responsible for the request or what status it has
DateTime dt;
dt.moveToWeekStart();

SearchEngine se;
se.addField("ticket.id");
se.addField("ticket.title");
se.addCriteria("ticket.status", "OperatorEquals", "4", "OperatorAnd", 0);
se.addCriteria("ticket.last_changed", "OperatorGt", dt.toString(), "OperatorAnd", 0);

print(se.executeTextTable());

This will print the ID and title of any merged tickets updated sometime during the current week.

Database entries

For each change to a ticket, new entries are added to both the ticket_log_action table and the ticket_log_change table.

Table Entries Enum
ticket_log_action 1 entry with the timestamp LogAction
ticket_log_change 1 entry for each value that has changed LogChange