Viewing the Audit log for changes (Enterprise)

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42 Comments

  • Nicole - Community Manager
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    Aaron - 

    I also suggest emailing your question to privacy@zendesk.com - that's the team that is dealing with GDPR compliance. 

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  • Bharath Kashyap
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    Hi  Team, 

    Use case -  When User is suspended, I want to find out who has suspended & other related information.  

    Current blocker :-  I have to keep scrolling pages in audit log for a particular date & this would take huge time.

    This API would give me audit log for any individual users.

    https://Domain.com/api/v2/audit_logs?filter[source_id]

     

    But when I suspend / Unsuspended user in Zendesk & then call api for that particular user, it will not show any audit log. 


    How ever, in Zendesk audit log, I am able to see the changes. 


     

    Let me know how we can tackle it please ?

     

    Thank you

     

     

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  • Graeme Carmichael
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    Bharath

    The user should appear on the API call regardless of the user's suspended status.

    You can prove that by using this API call:

    https://YourDomain.zendesk.com/api/v2/audit_logs.json?filter[source_type]=user_settings

    Look carefully and you will see change_descriptions for suspended and unsuspended actions.

    Look very carefully and you will see a source_id for various users. So you can use:

    https://YourDomain.zendesk.com/api/v2/audit_logs.json?filter[source_type]=user_settings&filter[source_id]=3425865455

    and this will work for suspended users.

    The problem is, the source id value does not correspond to the user ID that we see in Zendesk Support. I do not know how to determine the source_id value, so it is still tricky to find a quick audit list for the user.

    But at least the details are there and you can reduce the volume returned by the API by filtering by source_type.

    Hope that helps a little.

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  • Heather Cook
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    How do I view changes done to an end users profile?

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  • Mindaugas Verkys
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    Heather, we have same issue. You can see only created/deleted accounts by agent and thats it. 

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  • Ed Ball
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    So this question was asked before but i did not see any response.  There were changes made to a field and I would like to see the entirety of the changes and not a truncated version of the changes. So how can i get the entire contents of the changes made?  I can not seem to get it from the API. Unless there is a trick I do not know about.

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  • Max McCal
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    Hey, Ed - 

    It looks like that is information we're not capturing in the Audit Log at this time. Can you give me an example of what kind of change was made so I can verify? If you don't know that's understandable. Happy to have the conversation privately in a ticket if you'd rather communicate that way.

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  • Ed Ball
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    It is captured, and it shows a truncated version. Take a macro change for example a long list of IPs in the restriction setting is changed. Some are added and some are removed. But the from and to on in the audit log look the same because it's not showing everything that's in there. I can see what it is now when I go to the setting, but seeing all of the IPs that were there before does not show in the log. Just a smaller version of it.

    It would also be nice to be able to copy the contents of the Changes link that pops up. And i do actually have a ticket for this. Still waiting on a response.

               
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  • Max McCal
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    Thanks, Ed. That's very useful feedback. We'll take this into consideration when work on improvements.

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  • Will Seader
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    It would be nice if the audit log showed more details. For example, it will log if someone deletes a field. It won't log if someone disables a field. I had a user today that disabled old fields which caused an old automation that was still active but not used to change conditions to basically activate for every open ticket. It would have been a lot easier to track down the root cause if the audit log showed that information. It also doesn't show if changes were made to forms like form name, adding fields, removing fields, etc...

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  • Mistyamber Reynolds
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    Why can't I search in the audit log for a specific event?  It really isn't helpful that I have to go through pages and pages of events to locate a specific change.  I can't even download it so I can filter in excel.  Please update this to be more user friendly.

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  • Brett - Community Manager
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    Thanks for taking the time to share this Mistyamber! I understand the struggle with navigating through a bunch of pages to find the data you're looking for :-/

    I'll be sure to pass this feedback along to the appropriate Product Managers.

    Thanks again!

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