Case Log

 
The Case Log view allows you to track changes to key Cases fields from the Case table. The key fields are:

• Case Type
• Case Stage
• Priority
• Case Stage Description
• Case Type Description

The system tracks the values of these CRM fields and when the fields are updated, the system logs the "old" value and displays both the "old" and "new" values in this view.

This view also displays the ID of the UMS User that made the last change along with the date and time of the change.

The following fields are available on the Case Log view and are based on the order in which they appear in the grid on the search page:

Note: You cannot edit any of the fields on the Case Log Search Criteria/Grid page or on the Details page.

• Company - every record in the PointForce iTopia SQL database includes the Company Number. When reviewing the results from your search, the Company Number will display for all Account records.

• Customer Code - displays the Customer Code displays for every case log record.

• Case Number - displays the Case Number assigned to the case record that was modified.

• Log Number - displays the Log Number that is generated each time a change is made to a key Case field (Case Type, Case Stage, Priority, Case Stage Description and Case Type Description).

• UMS User - displays the UMS user ID of the user that made the most recent change.

• Log Date - displays the date and time of the most recent change.

• Old Case Type - displays the Case Type prior to the change.

• New Case Type - displays the current Case Type.

• Old Case Stage – displays the Case Stage prior to the change.

• New Case Stage - displays the current Case Stage.

• Old Priority - displays the Priority prior to the change.

• New Priority - displays the current Priority date.

• Old Case Stage Description - displays the Case Stage Description prior to the change.

• New Case Stage Description - displays the current Case Stage Description.

• Old Case Type Description - displays the Case Type Description prior to the change.

• New Case Type Description - displays the current Case Type Description.

For information on the functionality of each button on the Case Log Search Criteria Results/Grid page, click here.

Case Log - Details Page

The following list defines every field in the Details page:

Note: You cannot edit any of the fields on the Case Log-Details page.

• In the Main Context section, the Company Number, Log Number and Case Number display as reference information for the detail record you are viewing.

• Log Date - displays the date and time of the most recent change.

• UMS User - displays the UMS User ID of the user that made the most recent change.
  • The user must have 'Read Only' access to the meta database (set up through the User Master-License view) to access the User Master through the link available via the current UMS User.

• Old Case Type - displays the Case Type prior to the change.

• New Case Type - displays the current Case Type.

• Old Case Stage - displays the Case Stage prior to the change.

• New Case Stage - displays the current Case Stage.

• Old Priority - displays the Priority prior to the change.

• New Priority - displays the current Priority.

For information on the functionality of each button on the Case Log-Detail page, click here.