Learn how to use the CRM's administrative logs to view automated system activity, user actions and email campaign processing. These logs help you troubleshoot issues, verify that scheduled tasks are running, track guest-related events, and review how profiles, reservations, campaigns, and system data are being modified whether by CRM users, guests, integrated systems or automation tasks.
Understand CRM administrative logs
The CRM provides several log types that offer full transparency into system activity. Most logs are accessed under the admin audit log section of the left navigation menu, with additional logging available through system log and within individual guest profiles.
Log | Purpose | Primary Users |
Guest Log | Tracks guest-related events such as logins, profile updates, consent changes, tier changes, merges, and reward processing | All CRM users, based on Role |
Error Logger | Displays system and database errors by module for troubleshooting | Internal/Support use only |
System Stats | Shows resource usage statistics such as email verification credits and segment refresh metrics | Internal/Support use only |
Segment Activity Log | Monitors segment generation, evaluation, and refresh job status | All CRM users, based on Role |
Email Activity Log | Tracks all email-related system communication including transactional and marketing messages | All CRM users, based on Role |
System Log | Captures successful and unsuccessful system operations across Admin Portal, Guest Portal, and REST API | All CRM users |
Profile Audit Log | Displays the same information as Guest Log but accessed directly from an individual guest profile | All CRM users |
Guest log
The guest log records all profile-related updates and actions processed by the CRM. Outlined below will give an overview of how to use the guest log.
What the guest log tracks
Guest sign-up success.
Guest profile updates guest portal, admin portal and rest API.
Guest tier upgrades and downgrades.
All send-email status entries.
Guest profile merges.
Reservation-to-guest assignment activity.
Marketing consent changes.
Search the guest log
From the left navigation menu, click Admin Audit Log and click Guest Log.
Enter a date range using the Start Date and End Date date pickers.
Optionally enter a search term in the Search field. You can search by %GuestID%, %operateType%, or %Description%.
Click Search.
Guest log columns
Column | Description |
Operator | The system process or user that triggered the event. Click the arrow icon to expand and view XML details of the change. If blank, the action was automated or triggered by an integrated system. If populated, a CRM user or integration user performed the action. |
Guest ID | The unique identifier for the guest profile associated with the event |
Operation type | The type of action recorded. Examples include Login, Insert, UpdateMarketingConsent_Email, UpdateMarketingConsent_Sms, and SendEmail. |
Created | The date and timestamp when the event was recorded |
Common operation types
Login: Guest signed in to the guest portal.
Insert: New record created for example new profile via API.
UpdateMarketingConsent_Email: Email marketing consent was updated.
UpdateMarketingConsent_Sms: SMS marketing consent was updated.
SendEmail: A reward or transactional email was sent to the guest.
Error logger
The error logger tracks system and database errors, usually related to integrations or failed tasks. This log is intended for internal troubleshooting and support use only and is commonly used to diagnose integration failures or task-related issues.
Outlined below will give an overview of how to use the error log.
What the error logger tracks
All module error information is configured in log4net.
Integration failures.
Task-related issues.
Search the error logger
From the left navigation menu, click Admin Audit Log and click Error Logger.
Optionally enter a Host name to filter by server.
Select a module from the dropdown to filter by a specific CRM component. Available modules include:
CRMAdmin.
CRMGuest.
CRMCorp.
CRMRest.
CRMAutoUpDownGradingTask.
CRMCurrencyExchangeTask.
CRMExternalEventPublisher.
GuestProfileDedupe.
CRMImportEmailNotContactTask.
CRMImportGuestTask.
ImportNotContactTask.
CRMImportResvTask.
CRMPropoststaytask.
CRMQuickReport.
CRMReservationRewardsTask.
CRMRewardIssuedExpire.
ReservationPiontsTask.
CRMStatsLoyaltyMemberTask.
CRMNotificationFutureReservations.
IdentityServer.
CRMTangoCardDailyBalance.
CRMUpTierRewardsTask.
EmailVerificationCreditTask.
CRMRFMACScoreDataExchangeTask.
CRMCartAbandonmentRecoveryTask.
CRMDataPurge.
CRMEmailSendingDetectTask.
CRMImportPointTask.
CRMImportRewardTask.
CRMNewMemberPointsAutomation.
CRMReservationCurrencyConversionTask.
CRMStatsGuestRFMACCategoryTask.
CRMUpgradeTask.
Enter a date range using the start date and end date date pickers.
Optionally enter a message keyword to search within error messages.
Click Search.
Error logger columns
Column | Description |
Created | The date and timestamp when the error was logged |
Log thread | The system thread identifier for the process |
Log level | The severity level of the log entry |
Log moudle | The CRM module where the error occurred |
Log logger | The specific service or component that logged the error |
IdentityServer ClientID | The client identifier if the error relates to authentication |
System stats
System stats displays resource usage statistics for internal monitoring. This log is intended for internal troubleshooting and support use only. Outlined below will give an overview of how to use the system stats.
Search system stats
From the left navigation menu, click Admin Audit Log and click System Stats.
Select a Client ID from the dropdown or leave as All to view all clients.
Select a data type from the dropdown:
Email verification credit shows email verification credit usage over time.
Segment refresh stats shows segment refresh processing statistics.
Enter a date range using the start date and end date date pickers.
Click Search.
System stats columns and email verification credit
Column | Description |
Client ID | The client or system identifier |
Email Verification Credit left data | The remaining email verification credits at the time of the log entry |
Created | The date and timestamp of the record |
Segment activity log
The segment activity log contains activity related to segment generation, evaluation, and execution. Use this log to verify that segments are refreshing successfully and to troubleshoot refresh failures. Outlined below will give an overview of how to use the segment activity log.
Search the segment activity log
From the left navigation menu, click Admin Audit Log and click Segment Activity Log.
Optionally enter a segment name to search for a specific segment.
Optionally enter one or more segment IDs ensure they are comma-separated, for example Id1,Id2.
Select a status from the dropdown:
All status shows all segment refresh jobs.
Pending jobs waiting to be processed.
In progress jobs currently running.
Success jobs that completed successfully.
Error jobs that failed
Enter a date range using the Added Date Range date pickers and click Search.
Segment activity log columns
Column | Description |
Segment Name | The name of the segment that was refreshed |
Status | The current status of the refresh job (Pending, In progress, Success, or Error) |
Date Added | The date and time the refresh job was queued |
Start Time | The date and time the refresh job started processing |
End Time | The date and time the refresh job completed |
Run Time (hh:mm:ss) | The total duration of the refresh job |
Triggered By | How the refresh was initiated (e.g., Cron for scheduled, or a user name for manual) |
Message | Status message providing additional details (e.g., Segment Successfully Refreshed) |
ID | The unique identifier for the segment refresh job |
Email activity log
The email activity log tracks all email-related system communication, including transactional and marketing messages. Use this log to verify that campaigns are sending successfully, monitor batch processing, and troubleshoot delivery issues. Outlined below will give an overview of how to use the email activity log.
Search the email activity log
From the left navigation menu, click Admin Audit Log and click Email Activity Log.
Optionally enter an Email Name to search for a specific campaign.
Optionally enter one or more Email IDs. These should be comma-separated for example Id1,Id2.
Select a Status from the dropdown:
All Status shows all email activity.
Pending email jobs waiting to be processed.
In progress email jobs currently sending.
Cancelled email jobs that were cancelled.
Success email jobs that completed a batch successfully.
Completed email jobs that finished all processing.
Error email jobs that encountered an error.
Enter a date range using the added date range date pickers.
Click Search.
Email activity log columns
Column | Description |
Email Name | The name of the email campaign |
Status | The current status of the email job |
Response Message | Details about the processing result (e.g., Email send activity Completed. BatchNo=1 Processed) |
Added | The date and time the email job was queued |
Sent Count | The number of emails successfully sent in this batch |
Failed Count | The number of emails that failed to send |
Pending Count | The number of emails still waiting to be sent |
Batch Limit | The maximum number of emails processed per batch |
Batch Processed | The number of batches that have been processed |
ID | The unique identifier for the email activity record |
System log
The system log captures successful and unsuccessful system operations across the CRM, guest portal and rest API. The system log is intended for internal support and troubleshooting. Contact SHR support if you are in need of assistance. Outlined below will give an overview of how to use the system log.
What the system log tracks
Admin portal operations insert, update, delete and export including guest log activity.
Guest portal update activity.
Rest API operations successful or failed, including database actions.
Key prompts for automated tasks.
Search the system log
From the left navigation menu, click System Log.
Enter your search criteria. You can search by %UserID%, %UserName%, %Description%, %Operate Type% or %Module%.
Optionally filter using a date range.
Click Search.
📌 Note: If the operator field is blank, the action was an automated system action or integrated system action. If the operator field is populated, a CRM user or integration user performed the action.
Profile audit log
The profile audit log displays the same information found in admin audit log and guest log, but is accessed directly within an individual guest profile. This provides a convenient way to review all activity for a specific guest without searching the full guest log. Outlined below will give an overview of how to use the profile audit log.
What the profile audit log tracks
Profile update events.
Email send history.
Tier upgrade and downgrade actions.
Reservation assignment activity.
Merge history.
Operator details for each action.
XML change summaries.
View the profile audit log
From the left navigation menu, click Profile Management and click Guest.
Enter profile search criteria and click Search.
Click Guest Name for the profile you want to review and click the Profile Audit Log tab.
Troubleshooting
Outlined below are some common troubleshooting issues.
Segment not refreshing
If a segment shows a status of error in the segment activity log:
Check the message column for details about the failure.
Verify that the segment's filter criteria are valid.
Contact support if errors persist after reviewing segment configuration.
Emails not sending
If email campaigns show error or pending status for an extended period:
Check the response message column for error details.
Verify that the segment associated with the campaign has members.
Confirm that the email template is valid and published.
Review the failed count column to understand the scope of delivery issues.
Guest activity not appearing
If expected guest events are not appearing in the guest Log:
Expand the date range to ensure the event occurred within the search window.
Verify the correct guest ID if searching for a specific profile.
Confirm the activity type matches available operation types.
Check the profile audit log on the individual guest record for a filtered view.
Identifying automated versus user actions
Across all logs, the operator field indicates who or what performed an action:
Blank operator the action was automated or triggered by an integrated system.
Populated operator a CRM user or integration user performed the action.
Frequently asked questions
Outlined below are some frequently asked questions.
What is the difference between the guest log and the email activity log?
The guest log records individual guest-related events such as logins, profile updates, and individual reward emails. The email activity log tracks bulk email campaign processing, showing batch-level statistics for marketing sends.
What is the difference between the guest log and the profile audit log?
They contain the same information. The guest log shows activity across all guests and requires searching. The profile audit log is accessed from within an individual guest profile and shows only that guest's activity.
How often do segments refresh?
Segments refresh on a scheduled basis, nightly. You can also manually refresh segments, which will appear with the triggering user's name in the triggered by column.
Can I export data from the administrative logs?
The administrative logs are designed for on-screen review and troubleshooting. For reporting needs, use the reports available under CRM reports in the left navigation menu.
Who should use the error logger and system stats?
These logs are intended for internal support and troubleshooting. Contact SHR support if you need assistance.
What does the batch limit mean in the email activity log?
The batch limit indicates the maximum number of emails processed in a single batch. Large campaigns are divided into batches to ensure reliable delivery. The batch processed column shows how many batches have completed.
How can I tell if an action was performed by a user or by the system?
Check the operator field. If it is blank, the action was automated or triggered by an integrated system. If it shows a value, a CRM user or integration user performed the action.