Logs

This feature requires a Service Premium license or the Growth plan.

Write a message to the ticket log

You can manually write messages to the ticket log. Not to be confused with the message objects associated with the ticket.

Void log(String message)

Logs a message to the ticket log.

Ticket t;
t.load(2);
t.log("here we go again!");

Void log(String who, String message)

A variant of log() that includes who made the entry.

Ticket t;
t.load(2);
t.log("SuperStar RequestHandler", "I can handle anything and anyone!");

Search the log

When inspecting logs, the CRMScript SearchEngine is your best friend. Here’s some info commonly filtered on:

ticket_id

message_id

user_id

customer_id

log_when (DateTime)

Look up more options in the database reference.

Example searches:

requests amended or updated in a specific way within a specific period

all requests that a user has changed in the last week, regardless of who is responsible for the request or what status it has

DateTime dt;
dt.moveToWeekStart();

SearchEngine se;
se.addField("ticket.id");
se.addField("ticket.title");
se.addCriteria("ticket.status", "OperatorEquals", "4", "OperatorAnd", 0);
se.addCriteria("ticket.last_changed", "OperatorGt", dt.toString(), "OperatorAnd", 0);

print(se.executeTextTable());

This will print the ID and title of any merged tickets updated sometime during the current week.

Table	Entries	Enum
ticket_log_action	1 entry with the timestamp	LogAction
ticket_log_change	1 entry for each value that has changed	LogChange

Table

Entries

Enum

ticket_log_action

1 entry with the timestamp

LogAction

ticket_log_change

1 entry for each value that has changed

LogChange

Automation

Write a message to the ticket log

Void log(String message)

Void log(String who, String message)

Search the log

Database entries

​Write a message to the ticket log

​Void log(String message)

​Void log(String who, String message)

​Search the log

​Database entries

Write a message to the ticket log

Void log(String message)

Void log(String who, String message)

Search the log

Database entries