Is there a way to know if the "Requested For" field of RITM ticket has been manually changed?

[Byron Plant]

Hi everyone,

We have an issue where the user in "Requested For" field of RITM ticket is different from SCTASK. We suspected that it was manually changed by a user (in List View) but it doesn't show up on Audit History. Is there a way to know if the "Requested For" field of the RITM ticket has been manually changed?

[swathisarang98]

Hi @Byron Plant ,

In filter activity bring "Requested for "  then the changes made will be visible in work note of that Ritm and it will show who updated it ,

From slush bucket move requested for to right side (Filter activity -> Configure Available Field)

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Robbie]

Hi @Byron Plant,

If any updates have been applied to a record, they will show in the audit history - however, that is assuming that the table(s) are configured to record updates. (Not every table is).

The fact you can view audit history for the RITM record infers the audit history is configured.

Do you see the Requested for original value or the time is was set?

To confirm audit is set, navigate to the respective table list view (the 'sc_req_item' table in your case) and right click at one of the table column headers. Click on Configure > Dictionary.

Look for the column called 'Collection' and confirm the 'Audit' checkbox is ticket / set to true (See below for baseline configuration)

You may want to also check the other table and table audit histories in case a cascade update has taken place such as Request or Catalog Task, however, to be fair, these updates should still be visible in the Req Item history.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Helpful.

Thanks, Robbie