This function provides you with an overview of all updates that have been made to a service transaction, such as changes to field values, links to other transactions, and executed actions. You can access all of this information in one area, making it easier to monitor the processing of a transaction.
You have made the settings in Customizing for Customer Relationship Management
under .
Customizable content
You can customize the processing log to display different types of information, for example, old and new values for changed fields, who performed the update, and when the update occurred.
You can assign the required log types on the level of the transaction type and on the level of the category type.
Default log type
You can set a default log type to be displayed for each transaction type. For example, when you open an incident, the processing log displays the change history. When you open a problem, the processing log displays executed actions.
Navigational links
When there are changes in the form of linked transactions, attachments, or executed actions, the system provides a hyperlink to the corresponding objects.
If you have activated the business function Service Request Enhancements (CRM_ITSM), you can use some additional functions. For example, the following features are available:
Assigned objects
You can log changes to the assigned service profiles or response profile.
Checklists
You can log actions performed on a checklist, for example adding of a checklist, or changing the status of a checklist step, or automatic checklist determination.
Authorizations
The users can display the log only for these notes or attachments that they are authorized for.
While processing a service request, you can use logs to analyze or trace the automatic determination of organizational data and partners.
While determining organizational data, the system logs the organizational management objects by the sequence it has run through the organizational hierarchy. If you assign the user parameter CRM_ORGDETER_LOG
to your user, the button Determination
Log
is available in the organizational data assignment block. By pressing the button, you can display the log.
If changing a business transaction results in a new partner determination, the system logs the partner determination. This applies to the current session only.
If you select field Log
in the partner determination procedure,
the button Determination Log
is available in the parties involved assignment block. In edit mode, press this button to display the log.
For more information, see Customizing of Customer Relationship Management
under