Activity History & Audit Trails

The system logs all changes automatically. This allows managers and auditors to inspect the exact timeline of a service request.

Audit Log Integrity Policy & Search Filters

Audit records are subject to strict data integrity policies to ensure auditability. Below are the CRUD constraints and search filter settings:

Log Option	Type / Status	Allowed Users	Security Constraint / Search Filter Description
Create (C)	Automated Log Trigger	System Event Hooks	Logs are automatically written on field edits, approvals, transfers, and rejections.
Read (R)	`View History` Button	All Roles	Read-only timeline logs. Visible to anyone with permissions to view the instance.
Update (U)	Blocked	None	Immutable logs. Once written, descriptions and timestamps can never be edited.
Delete (D)	Blocked	None	Permanent history retention. Deleted instances retain their trails for compliance logs.
Date Filtering	`Start / End Date` Inputs	All Roles	Restricts results to actions recorded within a specific timeframe.
Actor Search	`Search Actor Name` Field	All Roles	Queries log lines to show only changes made by a specific user (e.g. "approver").

What is Logged in the Audit Trail?

Every time a user modifies a service flow, the system records:

Who performed the action (User name, e.g. "Author", "Approver").
When the action was recorded (exact local date and time).
What was changed, showing both the old value and the new value.

Smart Filtering of Changes

To keep logs clean and readable, internal system changes (like updating ID pointers, started timestamps, or system tracking values) are automatically ignored. Only changes to human-meaningful data (like custom fields, user comments, or status changes) are displayed.

How to Read Log Descriptions

Log descriptions are written in a human-friendly format to describe changes clearly. Let's look at some examples:

Example 1: Setting field values for the first time

Step - KYC Verification: Set Comments to 'Initial KYC fields uploaded.' | Field Changes: Changed Identity Proof Type from 'empty' to 'Passport', Changed ID Document Number from 'empty' to 'PASS-12345'

This tells us the author set the document type to Passport and entered the document number for the first time.

Example 2: Modifying field values

Step - Hardware Setup: Changed Comments from 'ONT installed' to 'Router serial replaced.' | Field Changes: Changed Router Serial Number from 'RT-SN-9999' to 'RT-SN-8888'

This shows exactly which field was changed (Router Serial Number) and shows the old value (RT-SN-9999) alongside the new value (RT-SN-8888).

Example 3: Rejections & Reversions

Step rejected: Final Activation by Manager with comment: 'Signal strength seems unstable.'. Flow reverted to step 3 (Hardware Setup).

This shows exactly who rejected the step (Manager), why it was rejected, and which step the flow was rolled back to.

How to View the Logs in the App

Open the Service Flows list page.
Locate your instance and click on the Action dropdown menu.
Select View History.
A modal will open displaying the timeline of all changes, sorted from the most recent to the oldest action.

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