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Support settings

The Administration Support page collects platform health and usage tools. This page covers the support ZIP download, the Audit Settings, and the audit exports.

info

For the full set of audited events and their payloads, see Enhanced auditing capabilities.

Prerequisites​

  • Requires the Access Support Features server permission.

Steps​

Create a support ZIP​

When you work with iGrafx Support, they often ask for a support ZIP — a diagnostic file with general information about your platform instance and its configuration, optionally including server log files. Attach it to your ECHO Service Desk ticket at echo.igrafx.com.

  1. Open Administration → Support and select the System Information tab.
  2. Scroll to Create Support ZIP. System information is always included; Include log files in the Support ZIP is selected and every log file in the list is checked.
  3. To leave logs out, clear Include log files in the Support ZIP. To send only some of them, clear the files you don't want in the list — keep at least igrafx_server.log. With log files turned on but none checked, Download support information stays unavailable until you check one or clear the option. Reset puts the selection back to every file.
  4. Click Download support information, and attach the downloaded ZIP to your ticket.

Log files can contain personal data such as usernames or IP addresses. Review the ZIP before sharing it outside your organization.

Audit settings​

Audit Settings controls how much user activityActivity A named step in a process (e.g. "Approve Invoice"). Each event in an event log records one activity occurrence for one case. the platform records. Login auditing lets you see who is using the platform — so you can reach active users about changes, offer training to infrequent users, and identify users who have never signed in. Audit on also records the enhanced audit events — fine-grained user actions and model edits.

  1. Open Administration → Support and select the System Information tab.
  2. Under Audit Settings, select a level:
SettingWhat the platform records
Audit offNo user activityActivity A named step in a process (e.g. "Approve Invoice"). Each event in an event log records one activity occurrence for one case..
Audit successful logins onlySuccessful sign-ins, and nothing else.
Audit onSign-ins, fine-grained user actions, and model edits. Recording them may increase storage use.

A status chip beside the setting shows which level is in force: Off, Logins only, or Active. The change applies at once; no restart is needed.

A new iGrafx Cloud instance starts at Audit on. A new on-premises installation starts at Audit off. On an on-premises installation, Audit on also writes every event to local log files on the application server — see File-based audit logging.

See who is using the platform​

Requires Audit successful logins only or Audit on.

  1. Open Administration → User Management → Users and select a user.
  2. The left side shows Last Login and Logins in the last 90 days.

To export usage, click Download audit login data under Audit Settings — user information, login count, and last login date download as a CSV.

Export audit events​

Requires Audit on. At any other level the export controls are unavailable.

  1. Under Audit Settings, select a Time range:
    • Last 24 hours
    • Last 7 days
    • Last 30 days
    • Custom range — any Start date and End date within the last 30 days. To export an older 30-day window, use the REST API with eventsBefore and secondThreshold.
  2. To narrow the export, select values under Event category and Event type. An empty filter includes every value.
  3. Click Download audit data.

The download is a JSON Lines (JSONL) file — one event per line, in the format described under General payload structure. The same data is available from the REST API.

How the filters behave:

  • Selecting categories removes the event types outside them from the Event type list.
  • An event type you had already selected stays in the list, struck through, and the export leaves it out.
  • If every selected event type is struck through, Download audit data is unavailable until you adjust the filters.