Log Retention
- backend services
- Event Log
- troubleshooting
- log retention
- backend service monitoring
In this guide we will cover:
- What Logs Halo Stores and for How Long
Related Guides:
- Backend Service Monitoring
- Redact Sensitive Audit Logs on a Ticket
- Redacting Card and Social Security Numbers (SSNs)
What Logs Halo Stores and for How Long
This table covers the basis of the most commonly referenced logs within the system, and how long the data in them is stored for. When contacting support for troubleshooting, if the length of time specified has since past, please provide a more recent example.
| Area | Table | Length of Time |
| Agent Logins | agentlogin | Not deleted |
| Agent Status Changes | agentstatuschangelog | Not deleted |
| Agent Viewing a Ticket | faultsviewlog | Not deleted Note: This will be truncated when clearing ticket data (Configuration > Advanced Settings > "Clear All Ticket Data"). This option is hidden by default, please ask support for assistance. |
| Anonymous Ticket Logging | anonrequestlog | Not deleted |
| Audit | audit | Not deleted, but some information may have been manually redacted by an administrator if enabled |
| Automations | automation | 30 days |
| Change History | devicechange, invoicechange, licencechange, userchange | Not deleted |
| Chat | livechatheader | 3 days, unless chat is made into a ticket |
| Events | event | 30 days |
| Event Management Events | incomingevent | "Number of days to retain matched event logs for" and "Number of days to retain unmatched event logs for" set in Configuration > Event Management > General Settings |
| Incoming Emails | incomingemail | 14 days Note: This may be less if receiving a large number of emails. Note: Automatic redaction of card numbers or SSNs will not be redacted in incoming logs - the JSON of the full email will show in integrationrequest where irmsid=5 |
| Integration Errors | integrationerror | Not deleted |
| Integration Webhooks | integrationrequest | 14 days |
| Integrator Timestamps | integratortrace | Not deleted Note: This will be truncated when clearing ticket data (Configuration > Advanced Settings > "Clear All Ticket Data"). This option is hidden by default, please ask support for assistance. |
| Knowledge Base Article Views | kbviewlog | Not deleted |
| Notifications | escmsg | 10 days Note: If "Keep a record in the database when deleting notifications" is enabled in Configuration > Advanced Settings, this will be stored indefinitely in the database. From v2.253+, you can determine how long this record is kept by setting the "Days to retain records" field that appears below. |
| Outgoing Emails | outgoingemail | 14 days Note: This may be less if sending a large number of emails. |
| Outgoing Errors/Pending | outgoingattempt | Not deleted Note: This will be truncated when clearing ticket data (Configuration > Advanced Settings > "Clear All Ticket Data"). This option is hidden by default, please ask support for assistance. |
| Round Robin Assignment | roundrobinlog | Not deleted Note: This will be truncated when clearing ticket data (Configuration > Advanced Settings > "Clear All Ticket Data"). This option is hidden by default, please ask support for assistance. |
| Rules Matching Tickets | faultrulematch | Not deleted Note: This will be truncated when clearing ticket data (Configuration > Advanced Settings > "Clear All Ticket Data"). This option is hidden by default, please ask support for assistance. |
| Task Scheduler | tasktrace, trace | 7 days |
| Tenable Integration Export | integrationexport | 7 days |
| Time a Ticket spent assigned to a certain Team | resourcetimelog | Not deleted Note: This will be truncated when clearing ticket data (Configuration > Advanced Settings > "Clear All Ticket Data"). This option is hidden by default, please ask support for assistance. |
| User Self-Service Portal Logins | portallog | Not deleted |
| Webhook Events | webhookevent | "Day(s) to Retain Logs" set under each webhook in Configuration > Integrations > Webhooks |