Change Auditing/Logging

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  • Updated 2 months ago
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I'd like to request an audit/logging feature that will record who made what changes at what time. We have a couple admins and they do happen to make changes from time to time. Sometimes, they're not implemented right and I would like to see where everything went wrong or what happened at what step. 

These would include: 

1. Log Tab 
2. Event that occurred (This is a change of user, phone system, call queue, etc) 
3. Date changed 
4. Changed by 
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Matthew Austria, Employee

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Posted 2 years ago

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Randy Boyd

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I would second this.  It's a problem once you have more than 4 hands in the pie.
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Andrew, Champion

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This would be a great enhancement.  Especially because we manage clients that make their own changes and sometimes cause problems.  So to go to that change log first would be a huge time saver.  
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Cecile Glassy, Champion

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We would really benefit from this feature if implemented, it would save a lot of time to just see exactly who did what and when, like a changelog 
(Edited)
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Jason Deserio

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This reply was created from a merged topic originally titled Admin: add Audit Capability to track changes made by Admins or Users..

Account type - We are a U.S. based Company.

A brief description of the business - Our company (Simon's Agency) is a Debt Recovery/Collections Service.

A high level description of the product or feature being requested - We use the RingCentral product for our agents and internal use. Due to the disparity between a user and administrator (which may be an additional idea to add some depth to these roles) I am in a position where i need to have multiple managers in an administrative role. With 5-6 administrator level users it would be a good feature to have some form of audit history that would track changes made by specific administrator accounts.

A typical use case scenario explaining how your business would use the feature -
  • Identify a change to the user base (add/modify).
  • Identify a change to any groups/queues.
  • Someone adds a new administrator.
  • Someone adds/removes call monitoring to a set of users or groups.
  • etc.

Benefit of such feature  - The ability to track down changes that were made to the overall configuration and, if erroneous, or unauthorized, know the values that were changed so they can be reverted.

Include any related case number if applicable - no open cases but as I put this idea together I would think this is a symptom of limited security roles provided in the product. I will add another idea post regarding that.
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Chris Duquette, Champion

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This would be an awesome addition to the tool belt !!!! Make it happen captain!!!
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Paul Rish

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This reply was created from a merged topic originally titled I would like to put in a feature request for a log of all changes made in the Rin....

1. U.S.
2. We are a software company that also has a call center.
3. A log of all changes made within our phone system
4. Right now we have advanced rules that are getting deleted and we need to find out by whom.
5. It would allow us to audit changes
6. NA
7. 72
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Ellen

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This reply was created from a merged topic originally titled Auditing/Logging options.

Yes I agree 100%, change auditing/logging option is greatly needed!
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Joseph Porter, Champion

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This is quite an essential feature for any business wanting to scale upwards.

As a system administrator, I'd like the ability to see what my users are doing:
  • When they log in
  • When they authorize an application
  • When they adjust their own user details, and what details changed.
  • When they adjust someone else's user details, and what details changed.
  • When they adjust call queue settings, and what details changed.
  • When they start a RingCentral meeting, including whoever joins the meeting.
  • When they end a RingCentral meeting.
(Edited)
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Joseph Porter, Champion

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This reply was created from a merged topic originally titled As a system administrator, I'd like a system log to see what my users are doing..

When users have a problem with their account, I'm unable to see what managers are doing to my users that might prompt the issue.

As a system administrator, I'd like the ability to see what my users are doing:
  • When they log in
  • When they authorize an application
  • When they adjust their own user details, and what details changed.
  • When they adjust someone else's user details, and what details changed.
  • When they adjust call queue settings, and what details changed.
  • When they start a RingCentral meeting, including whoever joins the meeting.
  • When they end a RingCentral meeting.
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Ed Mcguinness

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This reply was created from a merged topic originally titled Change tracking.

This morning I had the disturbing experience of discovering that one of our PC based softphones had been removed from our account, leaving it only to to work via RingOut. We're a small company of 15 users and the disturbing part was that there was no way to tell who removed or how the phone was deleted. The RC customer service could tell me about people who called them for support buy could not tell me how this happened. It's a MAJOR security problem. Were we hacked? Did the other admin accidentally do it (He says he hasn't logged into RC for months) or did the system hiccup. VERY disturbing that nobody can tell me how this happened so we could plug a security leak or something. 
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Jan Ferguson, Channel Partner, Champion

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Ed,

This can easily occur if the RingCentral for Windows (softphone) application is deauthorized and then uninstalled from that computer. It doesn't mean that it has been removed from your account. You are allowed one softphone for each digital line you have.

While an "auditing" tool would be beneficial in RingCentral to tell you who did something within that system, if the application is uninstalled from the computer that is something that RIngCentral can't monitor.

I would check to see if it has been uninstalled on the computer in question. If it has, reinstall it and when you run it for the first time with that assigned digital line, it will authorize it.
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Denman

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This reply was created from a merged topic originally titled Admin: requesting report/notification for any account change.

My company is looking for a way to get a report or at least look up who made what changes and when to the company phone system. Currently the only way to do that is to call the support line and get the IP address of the person(s) who might have been logged in when that change was taking place. Because we have multiple admins (which most companies do have especially larger and growing ones), we have no way to know who did what in the phone system and what changes were made. This is a problem because there is no way to measure and assess accountability or to even troubleshoot when needed without consulting with all possible people matching a specific IP address who could have been logged in around the approximate time of a change. With a growing company, we need to have multiple admins to manage all of the system and our needs. In order to keep things from becoming broken, there has to be a way to know which admin did what and when by looking that up, rendering a report, or being able to check a change log internally in the system. There is a lot of guesswork involved where there shouldn't be and renders more questions than answers when trying to track down what was done when and by whom.
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Elliot Beaudoin, Alum

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I'm so glad this topic surfaced to the top of my inbox.

I am Elliot, a Product Manager here at RingCentral. 

We are currently evaluating adding Change History within the Web application, and I could not find a directly related posting until now. 

I'd love to get everyone interested in this feature to fill out this survey I created here: https://goo.gl/forms/JZAfcR9zDxFgnvsl2

It should only take 2 minutes of your time. 

Thanks,

Elliot
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Joseph Porter, Champion

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The survey link says I need permission: https://i.imgur.com/HgWRCFA.png
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Saadet - Community Support, Official Rep

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Hello Joseph,

I believe the survey has been fixed. Please let me know if it hasn't, though. Thanks!
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Ryan Boochard

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Thanks for looking into this request! We just had a phone deleted yesterday and if the tech didn't speak up, this could have been a problem. I would love to see at least a change log of the admins changes.
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Cecile Glassy, Champion

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Count me in!!! Survey link will not pass my credential token...
(Edited)
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KeylessEntryLocks

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This reply was created from a merged topic originally titled Ability to back up RingCentral settings.

Ability to back up RingCentral settings
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FA

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Yes please auditing is needed especially when you have more than 1 person who can make changes.
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Jhan

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Would also like to have this feature. Change auditing for extension settings and anything else on the admin portal.
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Monte4eqis

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Just echoing to say that we would also love this feature. In fact, it's becoming more of a need than a want for our company. We need to be able to review which administrator has done which action; otherwise, there's very little point to setting up user Roles. 
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Cecile Glassy, Champion

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It is critical to get this logging for companies that must use multiple Admins on their RingCentral system!
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Mallory Goodwin

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Please create an audit log in the admin portal over user settings/features and company settings that were changed
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Cecile Glassy, Champion

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09-27-2017 Mike or Saadet - any update on this?
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Saadet - Community Support, Official Rep

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Hey Cecile,

I will follow up with our Product Team and update this thread once I hear something :)
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Cecile Glassy, Champion

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Thanks Saadet!
RC, are you getting it done? Today would be good.
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Jan Ferguson, Channel Partner, Champion

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Yes...I saw that. Thank you!
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Monte4eqis

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"The best way to effect any feature request changes is to vote by clicking on the VOTE button at the top right of this entire discussion."

There's clearly evidence of long-term interest in this feature based on this thread alone. How about if the company at least posts an update with a link to their roadmap so customers can judge for themselves and act accordingly? 

If I, for instance, see that based on the roadmap they've prioritized what is a useless feature for me over something like this, which is sorely needed, I can take that to my superiors. Otherwise, the frustration level with RC just grows. 
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Jan Ferguson, Channel Partner, Champion

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I am but a user like you. I am also a RingCentral Partner/Reseller but that gives me no special insight or influence over what is implemented in any of RingCentral's products or whether or not they provide updates for any feature requests or defect reports.

I voted for this feature and was passing that along for Skyline Engineered Systems, in case they were not aware of it. As has been stated many times in the forums, even by RingCentral employees, if you want a feature request to be seen more intently by the powers that be (engineering, programming, big brass, etc.) please vote for it in the manner I stated.
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Monte4eqis

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"...please vote for it in the manner I stated."

Done, but seriously, it's their forum too. Their product. Is it too much to ask to have them glance at active threads  and actually proactively respond instead of waiting for people to follow a very specific methodology in how they make a request known?

That's what a product forum is for. People post things. The company should respond. 
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Jan Ferguson, Channel Partner, Champion

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I read scores of posts that I receive via email each day by helping out in the forums. I'm sure there are many more that I don't see that RingCentral does. If they were to devote personnel just to provide updates to ALL the many requests (most good requests...some insanely idiotic or would be darn near proprietary for some single business...because it would only help them) it would be a waste of man hours which could be devoted to product development or updates.

Mike and Saadet do an awesome job in managing these forums but to do what you would propose, they would be asking product managers and developers about each of these requests every day. There are most likely thousands of "active threads" in these forums.

I'm not disagreeing with you that it would be a panacea for everyone should RingCentral decide to do that....I'm just trying to be realistic. I am also a software developer and distractions take their toll when I am working on my products.
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Cecile Glassy, Champion

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09-27-2017  USA based account 2087 Users 2800 DID lines all on Ploycom VVX500 phones::: Programming is incredibly difficult and time consuming - particularly in the bug-elimination process -before a product update or new offering can be released to market.  RingCentral Engineers and  Product Managers do read the forum daily and take away what info they are able to utilize. I choose to just keep voting and trying to elevate the discussion level here.  I view the purpose of this Community Forum differently than you do.  I ask questions here for others' experiences with issues I am having, and I also submit workarounds I have experience with --- all in order to float all boats higher on a rising tide of knowledge and experience. I do not use the forum to express my feelings about how well or poorly the RingCentral Engneering Team meets my needs with their programming efforts and hardware/software development road-map scheduling.   Be a part of the collective solution.  
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Monte4eqis

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" I do not use the forum to express my feelings about how well or poorly the RingCentral Engneering Team meets my needs with their programming efforts..."

I do, among other things. We're the customer. The only reason I'm here is because we pay for a product that meets certain needs. We're only here so long as it does. 

"Be a part of the collective solution."

It's in RC's  interest to actively monitor and respond to threads like this one where multiple customers are making their wishes very clear.  If they hope to keep their paying customers, they should be. 
(Edited)
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Robert Dick

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+1 from me; with many admins on the system we need accountability and an auditing feature would work very well.

Regards,
Robert
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Timothy Garner, Champion

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+1 for me as well