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Case History

Case History provides a complete audit trail of every change made to a case. This creates accountability, enables root cause analysis, and helps understand how a case has evolved.

Case Journey Panel​

Within a case detail view, case history is accessible as the Request History tab inside the Case Journey panel on the right side of the screen. The panel has two tabs:

  • Request History — The full chronological audit trail documented here
  • Interaction Notes — Manually recorded interaction logs (calls, emails, meetings)

Note: Automation Activity (which cases triggered a specific automation) is a separate concept tracked under the Automations page. Case History specifically covers field-level changes, assignments, comments, and documents within a case.

History Components​

Timeline View​

Chronological list of all changes:

  • Date & Time — When change occurred
  • User — Who made the change
  • Action — What changed
  • Before/After — Previous and new values

Event Types​

Case Creation

✓ New case created
  Created by: John Smith
  Time: Mar 15, 2024 2:30 PM

Field Updates

✓ Status changed
  From: New → To: In Progress
  Changed by: Jane Doe

Assignments

✓ Case assigned
  From: Unassigned → To: Mike Johnson
  Assigned by: Project Admin

Comments & Activity

✓ Comment added
  Author: Sarah Lee
  Content: "Need more information on..."

Attachment Updates

✓ Document attached
  File: contract_signed.pdf
  Added by: Legal Team

Viewing History​

In Case Details​

  1. Open a case
  2. Open the Case Journey panel (right side)
  3. Select the Request History tab
  4. Scroll through the timeline
  5. Click events for details

Filtering History​

Filter by:

  • User
  • Action type
  • Date range
  • Specific field

Comparing Versions​

View before/after for:

  • Text changes
  • Field updates
  • Status transitions

History Uses​

Compliance & Audit​

  • Prove what was done when
  • Identify who made changes
  • Track approval chain
  • Meet regulatory requirements

Troubleshooting​

  • Identify when issue started
  • See what actions caused problem
  • Understand decision context
  • Trace case progression

Accountability​

  • See who did what
  • Track ownership changes
  • Review decision-making
  • Validate processes

History Features​

Search History​

Find specific changes:

  • Search by user name
  • Search by keyword
  • Search by action type

Export History​

Download complete history:

  • PDF with all changes
  • CSV for analysis
  • Print for records

Permissions​

  • All users can view history for cases they have access to
  • History is read-only (no editing past entries)
  • Admins can view all history

Best Practices​

  • Review case history before taking action
  • Make meaningful comments to document decisions
  • Keep accurate timestamps
  • Use history to learn from past cases
  • Archive history of completed cases

Privacy Considerations​

History includes:

  • All field changes
  • Assignment information
  • Comment content
  • Document interactions

Sensitive information in comments is visible to those with case access.

See Also​