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Configure conversation logging · Review conversation logs
Voor wie
Beheerders, medewerkers en IT-teams die ITLedger gebruiken voor dienstverlening, assets, compliance en rapportages.
Taken
Kies je taak. De volledige werkwijze, voorwaarden en aandachtspunten staan hieronder in het Engels.
Configure conversation logging
Configure attribution for mandatory conversation logs under Configuration → Agent Settings → Configuration. Each support topic is recorded separately; informational topics share one conversation log.
Who can do this: Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- Conversation logging is mandatory; settings do not opt out of topics or select which outcomes to retain.
- Logs are closed and low priority, without assignment, approvals or SLA work. They do not replace consent for an operational ticket.
- An alternate logging account must be active and internal.
- Editing these settings requires automation configuration permission.
- Go to Configuration → Agent Settings and open the Configuration tab.
- Choose the requester or an alternate logging account. For alternate attribution, select a dedicated active internal account.
- Save Settings and verify the configured actor on a subsequent conversation-log receipt.
Expected outcome: The user has reviewed the result of configure conversation logging in the application.
Review conversation logs
Support topics have individual incident logs. Other conversation topics are recorded together in a closed informational service request. Unfinished or uncertain operational effects stay explicit.
Who can do this: Tenant administrator
Before you start
- Use an account with access to the stated page and permission for the chosen action.
Safeguards
- A closed log does not claim the reported fault was solved.
- Only an operational ticket covering that same topic suppresses its separate log.
- Retrieving guidance does not prove it was delivered or followed.
- A failed notice is retried against the same registration identity rather than creating another ticket.
- Go to Configuration → Agent Settings and open the Configuration tab.
- Open a conversation and review its visible registration receipt.
- Follow the incident or service-request number to inspect the logged topics, actual outcome and actor.
- Distinguish the closed conversation log from an explicitly requested operational ticket.
Expected outcome: The user has reviewed the result of review conversation logs in the application.
Aanbevolen werkwijze
- Test instellingen met een representatief ticket of bericht.
- Herzie instellingen na proces- of teamwijzigingen.
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