In Sage CRM, one of our clients required a solution to monitor user activity on the Case entity. They wanted to know not only who modified a record, but also who viewed it and when. This level of auditing helps organizations improve accountability, maintain data integrity, and meet compliance requirements.
To address this requirement, we developed an Audit Tracking solution that records both record modifications and record views. The solution introduces two new tabs within the
Case entity:
- Changed Details
- Viewed By
These tabs automatically capture user activity without affecting the existing workflow, providing a complete audit trail for every Case record.
Solution Overview
To implement this requirement, we enhanced the Case entity by adding two dedicated audit tabs.
Changed Details
The Changed Details tab records every modification made to a Case record. Whenever a user updates the record and saves the changes, the system compares the previous values with the updated values and creates an audit entry for each modified field.
Each entry contains:
- Updated Date & Time
- Updated By
- Field Name
- Old Value
- New Value
This allows users and administrators to view a complete history of changes made to the record.
Viewed By
The Viewed By tab tracks record access. Every time a user opens or reloads a Case record, the system automatically creates a new entry capturing the user who viewed the record along with the corresponding date and time.
Each entry contains:
- User
- Date & Time
This provides complete visibility into who has accessed the record, even if no modifications were made.
User Experience
The auditing process is fully automatic and requires no additional action from users.
Tracking Record Changes
Whenever a user edits a Case record and clicks Save, the system automatically:
- Compares the previous and updated field values.
- Identifies all modified fields.
- Creates an audit entry for each changed field.
- Displays the information in the Changed Details tab.
For every change, the following information is recorded:
- Updated Date & Time
- Updated By
- Field Name
- Old Value
- New Value
This enables users to review the complete history of modifications made to the record.
Tracking Record Views
Whenever a user opens or refreshes a Case record, the system automatically:
- Identifies the logged-in user.
- Captures the current date and time.
- Creates a new audit entry.
- Displays the information in the Viewed By tab.
For example, if the Viewed By tab is added to the Company entity, every time a user opens or reloads a Company record, a new entry is automatically created recording the user and the date & time of the view.
Audit Information Captured
Changed Details
For every field modification, the following information is stored:
- Updated Date & Time
- Updated By
- Field Name
- Old Value
- New Value
Viewed By
For every record view, the following information is stored:
- User
- Date & Time
This creates a complete audit history of both record access and record modifications.
Key Benefits
The Audit Tracking solution provides several important business advantages:
- Complete Visibility
- Improved Accountability
- Better Data Integrity
- Enhanced Security
- Easier Troubleshooting
- Compliance Support
Conclusion
The Audit Tracking solution enhances Sage CRM by providing complete transparency into user activity. Through the Changed Details and Viewed By tabs, organizations can monitor both record modifications and record access without requiring any additional effort from users.
By automatically capturing who viewed a record, who modified it, what was changed, and when the activity occurred, this customization improves accountability, strengthens data security, and simplifies troubleshooting. The same approach can also be extended to other standard or custom Sage CRM entities, making it a flexible solution for organizations that require comprehensive auditing across their CRM system.
About Us
Greytrix – a globally recognized and one of the oldest Sage Development Partners is a one-stop solution provider for Sage ERP and Sage CRM organizational needs. Being acknowledged and rewarded for multi-man years of experience and expertise, we bring complete end-to-end assistance for your technical consultations, product customizations, data migration, system integrations, third-party add-on development, and implementation competence.
Greytrix has some unique integration solutions developed for Sage CRM with Sage ERPs namely Sage X3, Sage Intacct, Sage 100, Sage 500, and Sage 300. We also offer best-in-class Sage ERP and Sage CRM customization and development services to Business Partners, End Users, and Sage PSG worldwide. Greytrix helps in the migration of Sage CRM from Salesforce | ACT! | SalesLogix | Goldmine | Sugar CRM | Maximizer. Our Sage CRM Product Suite includes add-ons like Greytrix Business Manager, Sage CRM Project Manager, Sage CRM Resource Planner, Sage CRM Contract Manager, Sage CRM Event Manager, Sage CRM Budget Planner, Gmail Integration, Sage CRM Mobile Service Signature, Sage CRM CTI Framework.
Greytrix is a recognized Sage Champion Partner for GUMU™ Sage X3 – Sage CRM integration listed on Sage Marketplace and Sage CRM – Sage Intacct integration listed on Sage Intacct Marketplace. The GUMU™ Cloud framework by Greytrix forms the backbone of cloud integrations that are managed in real-time for the processing and execution of application programs at the click of a button.
For more information on our integration solutions, please contact us at sage@greytrix.com. We will be glad to assist you.