Case history

Any of these actions on a case are logged to the case history as events. Multiple events can be logged simultaneously. The field values that are changed by the event are highlighted in the report. You can filter the report by a specific event or the name of the person who updated the case.

  • Agent Changed
  • Archived
  • Category Changed
  • Closed
  • De-escalation
  • Escalation
  • Issue Changed
  • Opened
  • Population Changed
  • Priority Changed
  • Read By
  • Reopened
  • Regarding Changed
  • Secure Changed
  • Service Group Changed
  • SLA Changed
  • Subcategory Changed
  • Subject Changed
  • Substatus Changed
  • Topic Changed
  • Unarchived Updated

The report includes the resolution that corresponds to each closed event and the reopen reason that corresponds to each reopened event.