Adding an Activity Log in Service Catalog Item

[jxa7987]

Hi All,

I am currently creating a Service Catalog Item for Contractual's Onboarding Process. The requirement is to see the activities in the form after it was submitted.

Let say they like to see the activities in each variables:

1. who changes or update the variable

2. when it was changed

3. the history how many times it was changed

4. the history of the value of each variable

The Audit History is enabled in sc_request and sc_request item but I still could not see the Activities (filtered) in the Form Layout.

Is it possible? Please advise.

[Bhavesh Jain1]

The history form which I shared with you is accesible to both itil as well as admin user. Do you think you should do so complicated things when user can just right click and access the information.

If you would like to do reporting on this information, there is a table sys_history_line which has this information.

In case you would still like to create fields on the RITM form to store this information, you can write a business rule on sys_history_line table and populate your RITM fields.

[abhijats]

Hi Joan,

To make a report on catalog variable you have to make some script to record the updates and store them in a separate table.

There is no other easy way I know.

[abhijats]

or use oob variable ownership table if it helps, This table contain variable values.

http://wiki.servicenow.com/index.php?title=Reporting_on_Service_Catalog_Variables

[rajendrayadav]

You can try by elevating your access to security_admin and right click on the form header to select Personalize --> Related Lists. In Related Lists, you can select Audit History and Audit Records to make these sections visible on the form.

[Uncle Rob]

You're going to spend a LOT of time (and by extension, money) implementing a strategy to report on fine detail variable changes.

First thing I'd ask the Business Analyst on this venture is "If this cost us $20k to implement, what are we fixing and how quickly are we seeing a return on that investment".  

It sounds like someone is concerned that variables are changing inappropriately.   What's driving the concern?   Is it creating bottlenecks or compliance issues?   Would it be cheaper to simply lock down variables after input?