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BMC HR Case Management 4.7 ... Using Processing and managing cases Working on cases

Record Dates and Record History of a case

When more than one agent works on a case simultaneously, they might need to know what work was done on a case and when.

You can access Case Record Dates and Case Record History journals from the Actions menu of a case:

Related topics

Processing and managing cases

Creating cases

Case lifecycle

Configuring auditing for records history

You can view the timeline of changes made to a case by using the Record Dates journal of a case:

  • Create Date
  • Create By
  • Last Modified On
  • Last Modified By
  • SLA Due Date
  • Resolution Date—if a case is resolved

By using Record History journal of a case, you can view the following changes of a case:

  • Status changes list—who changed the status of a case and when 
  • Modifications of a case—who made any modifications to a case and when
  • Audited fields—who modified audited fields and when. Audit fields are configurable in the System Settings > Application Settings > Audit Configuration.
  • Journals—who added entries to a case journal and when
  • SLAs—system changes of SLA statuses
  • Child records—changes of a case child records
  • Views—view records of a case.
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Last modified by Olga Kutetska on Mar 05, 2017
case_form case_record_dates case_record_history using concept

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