We would like to know who made changes to a specific thread, i.e. an audit trail
S
Stuart Demeter
I am looking at the audit trail of a ticket and realize that Thread does not identify who made changes to a ticket.
It is important for us to be able to review a ticket to see who may have made changes to the ticket.
For example, when I closed a Thread through inbox, It does not show my name on it anywhere.
Canny AI
Merged in a post:
ThreadAPIUser in PSA Reporting
P
Paul Viscetto
The audit trail and reporting in ConnectWise simply reflect 'ThreadAPIUser' for actions taken in Inbox (IE - messages, ticket updates, status changes, etc). It would be great if the user making the changes was shown, similar to how it is when working in Manage.
Canny AI
Merged in a post:
Team Members API Integration
R
Robert Burdett
In other software I have used there was the ability for each user to create their own API key in Connectwise PSA and attach it to their login in the software (in this case TopLeft).
This means that when Thread updates Manage, it can updare it as the actual engineer and not as a Generic API account, This also means that user permissions will be taken into account. For instance our trainees can't close their own tickets in PSA, they have to be double checked first - In thread though - they can just close a ticket which breaks our internal compliance.
Ticket updates would show as the engineer in PSA and not as "Thread"
Canny AI
Merged in a post:
Thread Ignores Connectwise Member Roles
J
Jon Cole
We have different security roles in place for our Connectwise Manage users. Our Help Desk users cannot assign "Closed" statuses, for instance. However, when they work on tickets through Thread, Thread has full admin access through the API, and it allows the Help Desk users to bypass some of the role settings (such as setting "Closed" statuses). This shouldn't be.
S
Samuel Schmidt
+1 - I echo these comments
R
Randy Mitchell
This is critical for our operations. The Inbox is unusable to us in this condition.. Not only does the Audit Trail reflect ThreadAI for every activity in the audit trail, but the Closed By field in the database is populated with ThreadAI. We've developed extensive BrightGauge and Power BI operational analytics that use the Closed By data.
J
Jon Cole
+1 - I echo these comments
J
Josh Amyx
This is an incredibly important and needed feature because we run a ton of analytics based on the audit trail and need accurate reporting of who has taken which actions.
K
Kevin Linn
What Paul said.
E
Ethan Gillani
This is super important and I'd like to bump this up. In CW Manage the Audit Trail only says that Thread made a change to the ticket. In Thread, there is no way to know who closed or updated the ticket, just that the action was made by the "system." This is a huge accountability problem.