Logs at a glance
The System Logs area: what each of its log streams shows, how to filter and search them, and what an opened entry looks like.
Log streams
The System Logs menu in the sidebar lists five streams: Audit Log, Email Log, System Log, Operations, and Sessions. Opening System Logs lands on the first one, Audit Log.
Search
The Search logs box matches the action, the resource type, the resource's ID, or the acting user's name or email.
Filters
All actions, All resources, and All users narrow the list to one action type, one resource type, or one person.
Date range
From and to date pickers narrow the list to a time window.
Export and count
Export CSV downloads the rows that match the current filters. The entries count on the right always reflects those same filters.
A log entry
One row shows the action, the resource type, who did it (or System for an automated change), how long ago, the IP address, and the client organization when there is one. Click the row to open it.
Opening an entry: what changed
Filtering to one action
Setting All actions to one value, here TICKET_REASSIGNED, narrows the list to only that action across every resource.
The opened entry
Changes lists each changed field with its old value struck through and its new value next to it. Details shows the full raw event. UA, Session, and Time show the browser, the session id, and the exact timestamp.
Email Log
Search and filters
Search by email or subject, All Statuses, and All Templates narrow the list of outbound emails. The status filter offers seven choices: Queued, Retrying, Sent, Failed, Suppressed, Paused, and Cancelled. A row can also read Sending while a message is still on its way out; that is a real status with no filter choice of its own.
Email rows
Ticket, To, Subject, Template, Status, Sender, and Date for each outbound email. A failed row shows the provider's error under its Status badge.
System Log
Category and filters
The All and Elise buttons, plus All Levels and All Sources, narrow the list to a kind of event or one source.
A log row
Time, Level, Source, and Message for one event. A repeat counter, the ×21 pill next to this row's time, appears when the same message fires many times in a row, so identical events collapse into one line instead of filling the page.
Operations
Filters
All Jobs, All Statuses, and a date range narrow Cron Job History to one scheduled job or one status.
Cron Job History
Started, Job, Status, Duration, and Message for one run of a scheduled background job.
Sessions
Filters
Event Type, IP Address, From Date, and To Date narrow Session Events; Clear Filters resets them.
Session Events
Timestamp, Event, User, Role, IP, and Device for one sign-in event, such as Signed in, Session expired, or Session limit reached.
Elise Actions
Filters
All Statuses and All Entities narrow the list to one status or one kind of record Elise touched.
Elise Actions rows
Time, Tech, Action, Entity, and Status for one Elise capability invocation. A Rollback button appears next to an Executed row whose change can still be undone. This page is not in the System Logs menu; open it from a via-Elise badge on an audit row, or by its own link.
Email Log: Inbound
Inbound Email
A second, read-only card under the outbound Email Log rows. Every email the help desk mailbox poller has claimed, and what became of it. Outcome names the ticket it opened, once the poller claims one, or names the reason it was set aside instead: mail sent by this portal's own mailbox, a no-reply or bounce sender or a quarantine digest, an auto reply, a parsing rule set to skip, a rule-tester forward, too many messages from the same sender in an hour, or a sender not yet approved while unapproved mail is set to reject. A skipped message stays in the mailbox's own Skipped folder; marking it unread there gives the poller another try. This instance's poller has not claimed an email yet, so the table reads that instead of a row.
Why it works this way
An audit row can't be edited or deleted, even by an admin; if the database is briefly unreachable, the write still lands on local disk first, so nothing is lost.
Elise Actions is not one of the streams listed in the System Logs menu. Reach it from a via-Elise badge on an audit row, or by opening its page directly.
Other ways to do this
Export CSV
Click Export CSV on the Audit Log to download the rows matching the current filters.
Questions this page answers
What gets audit-logged?
Every create, update, and delete across the admin and client portals writes an audit row: who did it, the action, which record and client it touched, and a field-by-field diff of what changed. The audit log is immutable, entries cannot be edited or deleted, so it stays a trustworthy record of what happened. Even if the database is briefly unavailable, audit writes fall back to local disk so nothing is lost.
What's in the system log?
Internal events from server code that aren't mutations: cron job results, sync errors, integration warnings, cache invalidations, ghost-time generations, etc. Logged via logSystem(level, source, message, details). Filterable by source. log_cleanup cron purges old entries weekly.
How do I see what emails the platform sent?
The email log lists every email the portal sent out. Each row shows the linked ticket if there is one, the recipient, the subject, the template, the status, the sender, and when it sent. The status filter offers seven choices: Queued, Retrying, Sent, Failed, Suppressed, Paused, and Cancelled. A row can also read SENDING while a message is still on its way out. That is a real status, just not one of the filter choices. A failed row also shows the error the provider sent back. Inbound emails do not show here. They show up in the system log under the email-listener source.
What does the Elise log show?
This log lists every action the AI assistant proposed or ran. One row per action. Each row shows the time, the tech it ran for, and a short line about what it did. It also shows the entity type it touched and its status: pending, confirmed, executed, failed, or rolled back. An executed action gets a Rollback button, as long as no one has rolled it back yet.
What happened to an email that never became a ticket?
The Inbound Email card sits under the delivery log on this page. It lists every email the help desk mailbox has taken in, and what came of each one. A row links to the ticket it opened. If no ticket was made, the row names the rule that skipped it. The rules are: mail sent by this portal's own mailbox, a no-reply or bounce sender, a mail filter's quarantine digest, an auto reply such as an out of office, a parsing rule set to skip, a rule-tester forward, a sender past the new-tickets-per-hour cap, and a sender you have not approved while unapproved mail is set to reject. The email itself is still in the mailbox, in the Skipped folder. To give it another try, mark it unread there. The poller takes it again on its next pass. Mail taken in before this log existed reads Not recorded. The reason was not stored then, so nothing is guessed.
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