Monitoring & Audit

Question: Describe the tools, methods, and or system functionality provided to track and report the actions of the user within the system.

Answer: The system has an inbuilt capability to track user actions. For end users, the service orders/ support requests are listed under the “My Requests” tab on the homepage.

Question: How does BigFix Service Management maintain an audit trail of transactional updates? Does the tracking include timestamps, before and after values, and identification of the user who performed the update?

Answer: BigFix Service Management maintains comprehensive audit trails of transactional updates in the form of audit logs. An audit log is maintained for individual service requests. Each record in the log contains values related to the date/ time stamp, the user who performed the activity, and a description of the activity performed by the user. It also adds a record when the status of the work item is updated.

Question: Is there a dashboard to monitor SLA performance across all modules?

Answer: Yes. A dedicated SLA Dashboard that shows service level performance across Incident, Problem, Change, Fulfillment, and Task — including a Task SLA tab — all in one place. Support managers can see at a glance where SLAs are on track or at risk without switching between modules.

Question: Can satisfaction surveys now be collected for Change and Problem tickets, not just incidents?

Answer: Yes. Survey feedback is available for Interaction, Problem, and Change modules — extending satisfaction measurement beyond the Incident and Fulfillment modules that were previously supported.