Case Management writes several histories for each case raised, and logs events to them throughout the lifetime of the case. Many of these histories contain personal information about users.
Some histories will be subject to your data retention policies, some only make sense when linked to the main history, and others are anonymised for reporting purposes. All histories follow the labelling conventions described in the Labelc Histories and Reporting Data knowledge base article.
Summary
The following histories are logged to the platform's history service.
| Label A | Label B | Label C | Label D | Description |
|---|---|---|---|---|
| "Case Management v1" | The business key of this case | null | null | This is the case history written by the workflow process. It provides information to the User Requests template. It includes public and private notes, copies of form submissions, and personal data |
| The For example "Case Management - Feedback" | As above | null | null | This is the primary case history. Events in this history record every user task and form submission. Bear in mind that the main case management interface is made up of multiple forms, so almost every button press will write something to this case history. It includes public and private notes and personal data |
| As above | As above | "email" | null | Records all of the emails sent out and received during the case (automated and user generated). It includes personal data, the full subject and body of the email, plus the "to" and "from" addresses |
| As above | As above | "notes" | null | This history holds all of the information visible on the Case History Notes tab when managing a case. It includes public and private notes and personal data. Some of these notes are added manually by case managers, some by automated processes |
| As above | As above | "reporting" | null | Records:
|
| As above | As above | "link" | The business key of the case that is being linked to | This history is created when a case is linked to another. When a link is created, two "link" histories are written (one for each case). A link history includes:
|
Data Retention
Case Management has its own integration with the Data Retention Manager. See Deleting Case Management Records for more information.
Last modified on 27 March 2023
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