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Dynamics 365 Community / Forums / Microsoft Dynamics CRM (Archived) / Auditing Incidents and...
Microsoft Dynamics CRM (Archived)

Auditing Incidents and other "interactive" entities

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Posted on by DK-25061434-0 231

Hello community,

after looking into the integrated Audit functions that CRM offers it seems like those are mostly intended for auditors (well, what a surprise), and not really usable for day-to-day business in a Service Desk. Is there a good way to track changes to a record similar to what other ticket systems (eg. ServiceNow) offer, or did I maybe just miss an option for the ootb Auditing to be usable in such a way?

How do others approach Incidents, or do you just use a dedicated ticket management tool?

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  • Gabe Boyer Profile Picture
    Gabe Boyer Microsoft Employee on at

    Hi,

    If you don't mind, could you elaborate on how CRM's Audit History view for an incident record doesn't work well for your needs, and how it compares to other tools you're familiar with? I'd be interested in your feedback.

  • Suggested answer
    Adrian Begovich Profile Picture
    Adrian Begovich 1,032 Moderator on at

    Hi DKasp,

    I recommend reading this article to get a good understanding of the auditing features offered in Dynamics CRM. You can enable auditing for incident records.

  • DK-25061434-0 Profile Picture
    DK-25061434-0 231 on at

    Of course - I'm used to ServiceNow, which allows the agent working with the incident to see what changes were done to the incident record and what actions happened to resolve the incident in sort of a time line - it's called the Activity feed. It'll include all emails and field changes to the incident in a chronological order, and might include internal notes as well. In SNOW it looks like this:

    snow_5F00_activity_5F00_feed.PNG

    What I found in Dynamics is that you get a log of the field changes in a sub menu, and you get Emails, Appointments, Notes in their own little areas which are visible only one at a time, basically.

    I'd like for all the changes (examples: "we have an appointment", "we sent an email", "priority was changed to High", "State changed to Resolved") to be visible in one place, in chronologic order.

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