Ticket Activity - Add to log

[LeeTV1]

Hello:

I want to be able to show in the log when a user opens a ticket (displayed it) on their screen.

I feel this will help with accountability and tracking.

Where do I get started?

Any help would be much appreciated.

Lee

[blancsw]

Hi Lee,
You want to log something in the "Automation Logs" window ?

setup >> Developers >> Automation Logs

[jstanden]

Hi Lee!

The recent 10.4 update modifies the record.viewed automation event so it triggers on both profile pages and card popups.

There's an example of creating custom activity log entries here:
https://cerb.ai/docs/api/records/activity-log/#create-an-activity-log-entry

You can use the record.create: command in an automation to create log records.

You'd probably also want your automation to have a cooldown so it doesn't log every record view from the same worker. It could log a distinct worker+record per day. You could search log entries before creating one, but keep in mind this will have a performance impact.

Metrics are another option. They're efficient, but you'll end up with a lot of data based on the cardinality of workers * tickets. The retention of daily metrics is currently forever. That may be fine depending on your use case.

[jstanden]

If you really want to log every ticket view.

Import this package from Setup >> Packages:

{
    "package": [],
    "records": [
        {
            "uid": "automation_64dabfbb6e18f",
            "_context": "automation",
            "name": "example.records.logTicketViews",
            "extension_id": "cerb.trigger.record.viewed",
            "description": "Log every ticket viewed by a worker",
            "script": "start:\r\n  outcome/notTicket:\r\n    if@bool: {{record__type is not record type ('ticket')}}\r\n    then:\r\n      return:\r\n\r\n  record.create/log:\r\n    output: new_log_entry\r\n    inputs:\r\n      record_type: activity_log\r\n      fields:\r\n        activity_point: custom.other\r\n        actor__context: worker\r\n        actor_id@int: {{worker_id}}\r\n        target__context: ticket\r\n        target_id@int: {{record_id}}\r\n        params:\r\n          message@raw: {{worker}} viewed ticket {{target}}\r\n          variables:\r\n            worker: {{worker__label}}\r\n            target: {{record__label}}\r\n          urls:\r\n            worker: ctx://worker:{{worker_id}}\r\n            target: ctx://ticket:{{record_id}}",
            "policy_kata": "commands:\r\n  record.create:\r\n    deny/type@bool: {{inputs.record_type is not record type ('activity_log')}}\r\n    allow@bool: yes",
            "created_at": 1692057531,
            "updated_at": 1692057531
        }
    ]
}

Then edit Search >> Automation Events >> record.viewed and bind the automation to the event:

automation/ticketViewed:
  uri: cerb:automation:example.records.logTicketViews
  disabled@bool: {{record__type is not record type ('ticket')}}

You'll get endless activity log entries like:

[LeeTV1]

Thank you for sending this over. I received this error when I tried to add this to Setup > Packages > Import xError validating record (automation_64dabfbb6e18f): 'Trigger' (cerb.trigger.record.viewed) is not a valid extension ID on (cerb.automation.trigger).

…

On Aug 14, 2023, at 8:01 PM, Jeff Standen ***@***.***> wrote: If you really want to log every ticket view. Import this package from Setup >> Packages: { "package": [], "records": [ { "uid": "automation_64dabfbb6e18f", "_context": "automation", "name": "example.records.logTicketViews", "extension_id": "cerb.trigger.record.viewed", "description": "Log every ticket viewed by a worker", "script": "start:\r\n outcome/notTicket:\r\n ***@***.***: {{record__type is not record type ('ticket')}}\r\n then:\r\n return:\r\n\r\n record.create/log:\r\n output: new_log_entry\r\n inputs:\r\n record_type: activity_log\r\n fields:\r\n activity_point: custom.other\r\n actor__context: worker\r\n ***@***.***: {{worker_id}}\r\n target__context: ticket\r\n ***@***.***: {{record_id}}\r\n params:\r\n ***@***.***: {{worker}} viewed ticket {{target}}\r\n variables:\r\n worker: {{worker__label}}\r\n target: {{record__label}}\r\n urls:\r\n worker: ctx://worker:{{worker_id}}\r\n target: ctx://ticket:{{record_id}}", "policy_kata": "commands:\r\n record.create:\r\n ***@***.***: {{inputs.record_type is not record type ('activity_log')}}\r\n ***@***.***: yes", "created_at": 1692057531, "updated_at": 1692057531 } ] } Then edit Search >> Automation Events >> record.viewed and bind the automation to the event: automation/ticketViewed: uri: cerb:automation:example.records.logTicketViews ***@***.***: {{record__type is not record type ('ticket')}} You'll get endless activity log entries like: <https://user-images.githubusercontent.com/63288/260597163-0acfc4d2-6a3b-46d2-aa4f-5d1b9dcaad9e.png> — Reply to this email directly, view it on GitHub <#62 (reply in thread)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/BAXT3D4JF5PVGS2LSDEJBX3XVK353ANCNFSM6AAAAAA3NBSR5E>. You are receiving this because you authored the thread.

[Hildy]

You're on 10.3.10 right now, Lee. As Jeff noted, this event was split in 10.4 (and so names changed). You'll want to update to the latest before importing that package.