What is meant by Case History?
"Case History" refers to the complete chronology of all events, actions, and communications related to a specific case, request, or ticket. It provides a detailed overview of all steps taken to handle a case, from the initial report to the final resolution. Case history is essential for traceability, analysis, and improvement of processing procedures.
Typical software functions in the area of "Case History":
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Event Logging:
- Detailed recording of all events and activities related to a case, such as status changes, processing steps, and user actions.
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Communication History:
- Capture of all communication within the case, including emails, notes, and comments from team members and customers.
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Status Tracking:
- Display of the case status evolution over time, including all transitions between different status stages (e.g., "New", "In Progress", "Closed").
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Document Management:
- Management and storage of all relevant documents created or added during the case, such as reports, contracts, or technical specifications.
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Time Tracking:
- Recording the time spent on various activities within a case to assess efficiency and optimize resource usage.
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Search and Filter Functions:
- Options for quickly searching and filtering entries within the case history to find specific information.
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Reporting and Analysis:
- Generation of reports based on case history for analyzing trends, performance metrics, and potential areas for improvement.
