Configure Settings

Configure Settings

Configure your Case Flags History Tracking settings from within the setup wizard as shown below.

User-added image

User-added image


 

Select the "Enable Case Flags History" checkbox to enable the feature, and then select the actions you'd like to track.
  • Track Case flag clear: a history record will be created when a flag is cleared, showing the exact date and time a user provided a response to a Case.
  • Track Case flag set: a history record will be created when a flag is set, showing the date and time a Case was created.
  • Track Case Ownership changes: a history record will be created reflecting the exact date and time a Case changed ownership from either a user or a queue. 
  • Track Case Status changes: a history record will be created reflecting the exact date and time a Case Status was changed, showing how long that Case spent in any particular status.
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