Nice Audit Trail 1

[riddler83]

I have run an Audit trail for a user who I know to be listening to calls, and no results are being shown? Is there any reason this would be the case? Its important the audit trail is accurate as management look at it from time to time and Im worried that more data is being left out. Any advice would help.

Running Nice 8.9

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I am a man of few words, but many riddles

 

[celtic123]

hi are you seeing any results for any users?

are u using a filter ie specific user

have u run for all say last 24 hours?

where are u running tool from standalone or supervision?

have you checked the sql and nice_audit database the table is called audit_msg is there any thing populated as this is table nice audit looks at.

are u on same time zone?

have u tried running nuaudit located in program files nice applications if installed on cls?

 

[riddler83]

Thanks for coming back to me, Ive thrown answers to questions below, hopefully you can help out.

are you seeing any results for any users?
Yes, seeing results for some users, seeing Login events for all, but nothing else for most users. Even the ones that I see some results for, Im only getting maybe 3 to 5 results on them, when I should be seeing a lot more.

are u using a filter ie specific user
Filtering down to about 11 users

have u run for all say last 24 hours?
Yes and seeing nothing but Login events

where are u running tool from standalone or supervision?
Running from Supervision (was unaware it could be run as standalone?)

have you checked the sql and nice_audit database the table is called audit_msg is there any thing populated as this is table nice audit looks at.
Not 100% what Im looking at as SQL is not my strong point, but the table is definitely populated, and there has been for example 300 rows added in the last 2 days so Im assuming that means the data should show

are u on same time zone?
Time zone is fine

have u tried running nuaudit located in program files nice applications if installed on cls?
Cant find nuaudit anywhere on CLS?

Hopefully this can help a bit, if you need more info let me know, thanks again for the help

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I am a man of few words, but many riddles

 

[blesio]

I know that some events aren't written to the Audit trial but this should be written. The first and most important pre-requisite is to have the latest Nice Applications SP installed on the clients machine. If his apps are SP3 and below, not all events are written correctly.

 

[AlmostMe]

Can you see any messages for this user? Do you have full superuser rights yourself or are they not someone that you have access to?

 

[riddler83]

Apps are all up to date (as to what we have)

I can only see the Login messages, I have supervisor rights as I am using the Site Manager account, so I would have rights across the board I would have thought.

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I am a man of few words, but many riddles

 

[riddler83]

An extra point I should have probably said is that I can see the messages for 1 user and not another, even though User A and User B 'seem' to have the same rights as far as I can see

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I am a man of few words, but many riddles

 

[blesio]

THat's why I asked about Nice Application versions.

Could you please tell me what they are?

Open the Query App and go to menu Help/About

Please check if you have version 8.90.04.03 as this is SP4 for applications and it solves the Audit Trial problems (events not being reported to the DB)

One other thing, can you try to make this test:

ask the good and working guy to log into the others apps and check audit trial, and do the same but the other way around, ask the (bad, other) guy to login to the working apps and see if it produces results.

If the good guy doesn't show events on the bad guys PC and the bad guy when logged on the good guys PC Nice apps produces audit trial results then it's either a network problem or app problem on the bad guys app.

If the bad guy logged on the good guy PC/Nice Apps doesn't produce the desired audit trial results then it's a problem with his account. You can then try to delete his user from Nice Administrator and then add him again.

I hope that it's clear....

 

[riddler83]

Ok, it is version 8.90.04.03

Im more confused now after getting people to log on to alternate pcs. Ill try to sum up what I did.

User A/PC A - Audit Trail Fine
User B/PC B - Audit Trail not working
User A/PC B - Audit Trail Fine
User B/PC A - Audit Trail not working

That would make me think its tied to the AGENT on Nice, but the two users are 100% identical ni the administrator app, in fact, As permissions were copied from B. Im at a loss now?

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I am a man of few words, but many riddles

 

[blesio]

Well, it does seem to be tied with the agent login. If it's not a problem then delete the user and create him again. This might just solve your problem. Other than that it's going to be hard to find a solution. Maybe the problem is giving a user a specific profile rather than giving him specific privelages by hand....

 

[AlmostMe]

Check which server components you have assigned to each user, the permissions for these (inc CLS) are not copied when you use the same as user option.

 

[blesio]

This should have no impact on Audit Trial Events writing to the DB, besides if it were the permissions then that user couldn't use Agents Query and I'm assuming that he's using agents query not channel query because riddler83 is talking about agents

 

[riddler83]

Sorted guys thanks for the help, I did reset up the user and gave him a specific profile, changed permissions one by one to what we had previously until I found the problem one. Seemed to be the "Self Test" permission on the supervisor app? Anyway, the trail is showing all the data I want so thanks again

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I am a man of few words, but many riddles

 

[blesio]

You can ask Nice about this, although it's possible that they won't fix that as 8.9 will soon be dead