Case history

Introduction to the case history in ConSol CM

All changes which are done to a case during its life cycle are written to the case history. This allows to track all actions which are done to a case. The case history includes both communication, and changes to the case data and its relations, and executed workflow elements.

Concepts, terms and definitions

Concept	Other terms	Definition
case	ticket	Request of the contact which the users works on in the Web Client
workflow		Technical representation of the business process
text class		Text classes are used to highlight and classify entries in the case history.

Purpose and usage

The case history is read-only, it cannot be modified. But the users can change the display of the case history in the Web Client.

The display mode allows the user to decide which kind of entries they want to see in the case history. There are two display modes. If Communication only is selected, only comment, email and attachment entries are shown. If All entries is selected, everything is shown.

The detail level determines how much information is displayed in the case history. There are three detail levels. The first level, Low, shows only the most important information; the second level, Medium, show more information; and the third level, High, shows all information. The display of comments and emails is determined by the text class, see Text classes. The display of attachments and the other actions is determined on the Case history page.

Settings for the case history

There are three options regarding the detail level:

• All detail levels: The action is always displayed in the case history.

• Medium and high detail levels: The action is displayed if the detail level Medium or High is selected for the case history. It is omitted in the detail level Low.

• Only high detail level: The action is only displayed if the detail level High is selected for the case history. It is omitted in the detail levels Low and Medium.

The detail level can be set for the following actions:

• Queue changed: Change of the queue where the case is located

• Case field value changed: Change to a case field value, can be overridden by the setting Visibility in case history for single case fields

• Case created: Information about case creation

• Subject changed: Change to the case subject

• Contact changed: Change of the main contact of the case

• Assignee changed: Change of the assignee of the case

• Additional participant changed: Changes of an additional participant of the case

• Reference added / deleted: Changes of relations to other cases, i.e. adding or removing a relation

• Attachment added: Addition of an attachment to the case

• Transferred to activity after workflow deployment: Change of the current workflow activity after deploying a new workflow version

• Manual activity or activity with overlay executed: Execution of a manual activity or an automatic activity with an overlay, can be overridden by the setting Visibility in history in the workflow, see Available settings for activities.

• Automatic activity executed after trigger: Execution of an automatic activity due to a trigger, can be overridden by the setting Visibility in history in the workflow, see Available settings for activities.

• Automatic activity executed: Execution of an automatic activity, can be overridden by the setting Visibility in history in the workflow, see Available settings for activities.

• Time booking added: Addition of a time booking

Basic tasks

On the Case history page, you can define the detail level for the types of history entries described in Settings for the case history. Select the desired option for each type of action. Use the Text classes page to define the detail level for communication entries, see Text classes.

Advanced tasks

Using the page customization to adjust the case history

You can make further adjustments to the case history in the page customization. The settings for the case history are managed in the type acimSection:

• Define the time period while the users can edit their own comments: Set the attribute allowedTimeToEditTextEntry to the desired number of minutes. If a comment has been edited, the case history shows the latest version of the comment and a link to open the comment history. You can disable comment editing by setting the attribute to 0.
  

  Users can only edit their own comments. Scripts can change comments of any user. In this case user who executes the script is set as author for the comment.

• Using lazy loading: Set the attributes headHistoryElementsCount and tailHistoryElementsCount to limit the number of case history entries shown when loading the case. The user can load the rest of the entries if needed.

• Defining the length of comments and emails: Set the attributes basicViewCharactersLimit and extendedViewCharactersLimit to determine how many characters should be displayed for comments and emails whose text class defines a short display on the Low or Medium detail level, see Text classes. The user can expand the comments and emails to see their whole text if needed.

Defining which fields are historized

By default, all changes to data fields are tracked in the case history and transferred to the DWH. Nevertheless, you can exclude certain field groups and / or fields from the case history in the Settings tab of the Case fields page, see Data fields.

The following settings are available:

• Exclude a field group from the case history: Field values omitted from history

• Exclude a field from the case history: Field value omitted from history

• Exclude a field group from the data warehouse history: Field values omitted from DWH history

• Exclude a field from the data warehouse history: Field value omitted from DWH history