Case history
Any of these actions on a case are logged to the case history as events:
- Agent Changed
- Archived
- Category Changed
- Closed
- De-escalation
- Escalation
- Issue Changed
- Note Deleted
- 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
Multiple events are logged at the same time. 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.
The report includes the resolution for each closed event and the reopen reason for each reopened event.