Oracle Service: Problem Summary and Auditing (Doc ID 2597183.1)

Last updated on FEBRUARY 06, 2022

Applies to:

Goal

Service Request Audit functionality tracks history of changes to certain fields only.
The 'Problem Summary' field was not among the audited fields.

Steps:

1. Create a Service Request
2. Update the Problem Summary text
3. The Log and Notes window only shows that an interaction was logged as 'SR-updated' - however details of what got updated in the Problem Summary field cannot be seen here.
4. Go to Tools1-> Request audit and select 'All' in the fields LOV.
=> There is no audited field for 'Problem Summary'

Solution

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