Log which user took an action in Inbox
complete
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Victoria Tovar
This doesn't track back to the CW audit trail from my testing, is there still a plan to do that? We are still unable to pull proper stats on ticket closures etc because of this.
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Marc Rosa
Victoria Tovar: Great point: Thread and other integration products cannot push user details from the audit logs into Manage because of ConnectWise's API limitations, where all actions are rolled up into a generic (and unhelpful) API Member. This makes it challenging for reporting that relies on the PSA and references member data.
We'll continue to advocate for this with our friends at CW 💪. In the meanwhile, today's update supports user-based audit details from within the Inbox interface as a step forward in that direction.
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Marc Rosa
marked this post as
complete
Starting today, Inbox users will now see significantly simpler Audit Logs that note which user (or CoPilot/workflow) applied a change.
- Real audit trails: The Activity Log for each thread shows which Inbox user, CoPilot product, or workflow changed the status, assigned an owner, updated the Agreement, or took any PSA-related action. One of our most requested asks is to help managers better understand who acted on a thread - this update targets this head-on.
- Simplified logs: Activity Log messages are now significantly simpler and takes up less screen space, helping reduce the amount of scrolling required to read through an ongoing thread.
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M
Marc Rosa
marked this post as
in progress
This feature request is currently in progress! In a future release, we'll change the language of PSA-related actions to better attribute the actor who made that change.
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Marc Rosa
marked this post as
under review
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Mark Alayev
marked this post as
in progress