New Activity Plan Actions Are Not Captured In Audit Trail

(Doc ID 2410871.1)

Last updated on JUNE 18, 2018

Applies to:

Siebel CRM - Version 16.0 [IP2016] and later
Information in this document applies to any platform.

Symptoms


New Activity Plan Actions from a Service Request are not Captured in Audit Trail.

STEPS
1. Configure Audit Trail to capture SR Activity Plans and Activities.
 
2. Go to Service > Service Requests List
     Drill down on existing Service Request or create a new Service Request
     Go to Activity Plans tab

3.  From Activity Plans Tab
     Create a new Activity Plan
     Select Template Name from MVG: (e.g.,  Impound)
     Go to lower level applet for Activities to confirm the template's records were added.

4. Modify Status of an Activity (or Activities).
   Go to Activity Plans.
   Change status (e.g.,  from Not Started to Done).

5. Go to Site Map >  Audit Trail.
     Confirm Activity Plan Action Status was captured (Old Value=Not Started, New Value=Done)
     Confirm new Activity Plan was captured: BC=Activity Plan
     Confirm that an Associate Operation was captured for BC=Service Request and Child BC=Activity Plan
 
*** Observe there is no Associate Record for BC=Activity Plan with corresponding Child BC=Activity Plan Action

The New Record Operations are not captured for the Activities (from Activity Plan Action).

Now. update one of those template Activities: the Modify Operation is captured.

Activities created from an Action Plan Template should be captured.

Changes

 

Cause

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