<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Enabling the Audit Log Tab</strong></p><p><strong>- Redacting Sensitive Information from Logs</strong></p><p><br></p><p><br></p><p>Audit logs can be redacted from view, allowing sensitive information such as password or HR fields to be hidden from audit logs and reports.</p><p><br></p><p><strong><span style="font-size: 14pt;">Enabling the Audit Log Tab</span></strong></p><p>The auditing tab can be enabled per ticket type in Configuration > Tickets > Ticket Types > Forms tab. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmZWU1YzZhLTAxNjUtNDI1YS04NDZhLTUxMjljYzI1NjU5NyJ9.Fwj0O4yubjkM82TGq1RFYIlNhZfTvzP5EdSc2ZsMmiI" class="fr-fic fr-fil fr-dib" width="602" height="147"></p><p><strong><span style="font-size: 10pt;">Fig 1. Enabling the audit log tab.</span></strong></p><p><br></p><p>This will show a tab on the ticket type titled "Audit Log" with a table that shows all changes made to that ticket. For example below, the ticket was first logged by the agent, and that same agent then changed the category assigned to that ticket.</p><p><br></p><p>This is a useful feature to see what was done on the ticket at each point, and by who.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI4YzAyY2JhLWY0NTctNDQ1Mi05MTBhLTYwNzZiOGZiZmE4OCJ9.hefr9Z8WmQhHlmzcA5TsstieXeBYr5-gSirKfl9GIds" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 276.445px;" height="276"></p><p><strong><span style="font-size: 10pt;">Fig 2. Auditing tab.</span></strong></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Redacting Sensitive Information from Logs</span></strong></p><p>If you wish to utilise the audit log but hide sensitive information, such as changes made to password fields during onboarding, this can be redacted from the table by an administrator.</p><p><br></p><p>Enable the below option in Configuration > Tickets > General Settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEzYzE3MzYxLWNhOTktNDVlNy1hN2YxLTgyMjcyNzUwNWY3NCJ9.fNMT2_TsftLet9NfKtVr0W-yr1t5pzMnlHcmBcHntZk" class="fr-fic fr-fil fr-dib" width="268" height="33"></p><p><strong><span style="font-size: 10pt;">Fig 3. Enable audit redaction.</span></strong></p><p><br></p><p>When viewing the auditing tab on a ticket, an administrator will then be able to double click an entry on the table. In this example, we will redact both entries from the category change. On each one, click the "Redact" button in the top left.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjNmN2M5ZTY5LWMyNjEtNGNhZi1iOTY4LWQ4MDA0YzBmZjljNyJ9.9MX6y5k408JOfC4OaUv5vP-RU_KNH8Sdt6MMArHLO4k" class="fr-fic fr-fil fr-dib" width="242" height="190"></p><p><strong><span style="font-size: 10pt;">Fig 4. Redact button.</span></strong></p><p><br></p><p>A popup will then show to warn that this is a permanent change. Click "Yes" to confirm.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJkODA4NWMzLTgzYjUtNGY1MS04ODEzLTUyMzg1N2Q0ZGYyZiJ9.3VQ0Aq1Cd5kXufKyea2wyJ-59u2BKk9pu7VyTyzc1Qg" class="fr-fic fr-fil fr-dib" width="412" height="210"></p><p><strong><span style="font-size: 10pt;">Fig 5. Popup to confirm redaction.</span></strong></p><p><br></p><p>When viewing the tab now, the category values shown in <strong>Fig 2</strong> now show as "REDACTED". Additionally, an entry is added as a record for each redaction and which agent did this.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjJhNTg2ODM5LWUzZjYtNDYzYS1hZTIwLTE0MmU0NGQ0ZTVhYiJ9.BbJgwmmsFFoxFoeWWMM1qcwMeWb7JtEqvwEQ5b7I2TY" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 366.833px;" height="367"></p><p><strong><span style="font-size: 10pt;">Fig 6. Audit log with redacted entries.</span></strong></p><p><br></p><p>The same information will be contained within the "Audit" table when reporting on the ticket, so the information is no longer accessible.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjI1NzhhNmY0LWQwZWYtNDAzZi1hMzE2LWIyZTlhODM2OWE0OCJ9.UX-m9QwhZnNqiTRNcsGIUUazA1Bq7jz_fiicM8ByHvU" class="fr-fic fr-fil fr-dib" width="1208" style="width: 1210px; height: 416.232px;" height="416"></p><p><strong><span style="font-size: 10pt;">Fig 7. Audit table for the same ticket.</span></strong></p><p><br></p><p><br></p>
