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.
See also Case Data Fields.
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 also 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. 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.
Converted Cases
When a case is converted from one type to another, new history records are created which contain a single event. The event holds information about the original history labels, and the date of the conversion. Case actions continue to write data to the original case history records.
This example shows a case being converted, and the history events that have been written.
Original Case Reporting History
The following events are added to the original case reporting history when it is converted.
{
"pos": [5, 7],
"event": {
"convertReason": "new case type,2025-09-11T11:02:18.430Z",
"caseSubType": "",
"caseType": "new case type"
},
"fpos": [5, 7],
"timestamp": 1757588540333
}
After this point the case history continues as normal.
Converted Case History
Three new records are created, each with the same event, "pointing back" to the original/main case history.
- "labela": "Case Management - new case type", "labelc": "reporting"
- "labela": "Case Management - new case type", "labelc": "notes"
- "labela": "Case Management - new case type", "labelc": null
"events": [{
"pos": [1, 1],
"event": {
"initLabelA": "Case Management - Original Case Type",
"caseSubType": "",
"openDate": "2025-09-11T11:00:16Z",
"convertDate": "2025-09-11T11:02:20.285Z",
"caseType": "new case type"
},
"fpos": [1, 1],
"timestamp": 1757588540387
}]
