Using the Audit Information
The Audit tab allows a request manager to see changes that have taken place for a request.
Template item changes are only audited once the status is Active, Inactive, or Closed. Changes in “New” status are considered in development and are not audited. Items being Audited:
Deletions of customer requests
Questions and other element changes
The information being tracked includes:
- User making the change
- Date/time of the change
- Previous value
- Value changed to
Example of Audit tab:
If you need to restrict the Remedy Users that can submit a request, see the answers to a request, and/or control who can modify a service item, those options are here. All of these are controlled by setting Remedy Permissions which are then applied to the correct underlying forms.
Visible to Group – This will limit users that can access the service item from the Launcher/Web Portal, as long as they have to authenticate to get to the launcher. Authentication allows the application to inspect and control access by user by Remedy permission group. You may add multiple groups to this list.
Management Group – This single group will have access to view and modify a service item. If you set this to a group besides public, even a Remedy Administrator will not have permissions to see the service item.
Submission Group – This single group will be the only group that has permission to see the answers, attributes, and base records for submitted requests.
Authentication in Kinetic Request requires a user to login against Remedy (User form) before accessing the selected service item. If you make your customers authenticate, you have access to their Login ID for use with events and dynamic defaults with the $USER$ keyword.
To enable authentication, check the box next to Require Authentication. This un-hides the drop-down list Authentication Type.
The following options are available:
- Default – uses the default Kinetic Request login page.
- Template – Un-hides the Auth Template Name drop-down list. This list shows all the available sevice items that could be used as an authentication page (must have the Type – Launcher).
- External – This type is for use with single sign-on (SSO). When you select External, the field Authentication URL un-hides, and you enter the URL that is used to access your own SSO application. A sample of code for constructing your own SSO is included in the documentation of the application when downloaded from the Kinetic Data website.