Case History Dataform

The Case History dataform stores PEO Client Service Case workflow details. This includes historical workflow data such as date/time stamps and the length of time (in minutes) that a case remains in a certain state.

  • The form is a multi-form.

  • The form is Active by default.

  • Can Have Multiple is enabled by default (indicating a one-to-many relationship).

  • Enable Triggering is not enabled.

Access the Case History dataform by opening a Client Service Case and then clicking the Case History link in the Links section of the Action Center.

Note: 

  • All fields on the form are "Read Only" as the information displayed on the form is either being retrieved from the Client Service Case record or otherwise calculated by the system.

  • Case History dataforms are not available for cases created prior to ClientSpace version R126 (when this feature was released).

You can use the associated dataform table (gen_CaseHistory) to create Business Intelligence reports based on Case History details.

For instance, you can build a report displaying the following:

  • Average time from case creation to assignment

  • Average time from case creation to resolution

  • Average time cases spend in a particular Status

  • Average time cases spend flagged as a particular Priority (such as High or Critical)

  • Average "first response time"

Case History Record Fields

The Case History record fields are listed in the table below.

Note:

  • Functions to calculate duration states in minutes (Status State Duration, Assigned To State Duration, Priority State Duration, and Case Type State Duration) factor in ClientSpace application settings that define a PEO's business hours, work week parameters, and holidays. The accuracy of the calculations is dependent on these settings being correct.

  • Date Time fields are set using PEO application time zone settings defined in ClientSpace.

Label Data type

Client Service Case

Integer (Parent form field linked to associated Client Service Case record)
Current Record Bit (Checkbox)
Create Date Date Time

Updated By User

Integer (User field)

Case Record State

Text - Lookup (with values Active and Inactive)

Status

Text - Lookup (with values New, Assigned, In Progress, On Hold, Resolved)

Status State Duration (min)

Integer

Status Start Date

Date Time

Status End Date

Date Time

Assigned To

Integer

Assigned To State Duration (min)

Integer (User field)

Assigned To Start Date

Date Time

Assigned To End Date

Date Time

Priority

Text - Lookup (with values Low, High, Medium, Critical)

Priority State Duration (min)

Integer

Priority Start Date

Date Time

Priority End Date

Date Time

Case Type

Integer

Case Type Duration (min)

Integer

Case Type Start Date

Date Time

Case Type End Date

Date Time

Client Service Case Workflow History Fields

Three fields that support Case History workflow tracking and related calculations are located in the Case Assignment dataset of the Client Service Case dataform:

  • First Response

  • Status Change Date

  • Assigned To Change Date

These fields are set to Read Only by default.

Case History Business Rules and Triggers

Create History Record

The Create History Record business rule uses the SetHistoryRecord business rule method to create or update a new Case History record. The rule is triggered when:

  • A new Client Service Case record is created

     

    OR

  • A Client Service Case record is updated and one or more of the following fields change:

    • Status

    • Assigned To

    • Case Type

    • Priority

    • Active flag

Set First Response

The Set First Response business rule uses the SetFirstReponseDateTime business rule method to set the current date and time in the First Response field located on the Client Service Case record. The rule is triggered on a new case when all of the following conditions are True:

  • The First Response field is blank.

  • A first time entry is made to the Comments field.

  • The current user is an internal user.

Case History Workflow Description

Case history is tracked on new and updated Client Service cases using the following workflow:

New Cases

  • When a new Client Service Case is added, a Case History record is created and applicable start date fields (Status Start Date, Priority Start Date, and Case Type Start Date) are set with the current date and time. Other relevant fields, such as Assigned To, Case Type and Priority, are also set.

  • The new Case History record is flagged Current Record.

Updated Cases

  • When a change is made to a field (Status, Assigned To, Case Type, Priority or Active ) on the Client Service Case that triggers additional Case History data collection, the following occurs:

    • The Case History record originally flagged as the Current Record when the Client Service Case was initially added is cloned (i.e., copied).

    • The copied record becomes the historical record. Before it is finalized as the historical record, the updated case fields are used to set the applicable end date fields (Status End Date, Priority End Date, and Case Type End Date) with the current date and time and duration fields (Status State Duration, Assigned To State Duration, Priority State Duration, and Case Type State Duration) are calculated and updated as applicable.

       

      Example: The Assigned To changes from Bob Anderson to Jane Smith. The copied case history record stores the last Assigned To as Bob Anderson. The Assigned To End Date stores the date and time the assignment changed from Bob to Jane. Now, Bob's Assigned To Start Date and Assigned To End Date are used to calculate an Assigned To State Duration in minutes and this calculation is also stored on the historical record.

       

    • The Start dates on the Current Record (i.e., the "cloned from" record) are set with the current date and time and the current record is updated with the newest values.

       

      Example: Continuing with the previous scenario, the Assigned To is set to Jane Smith. The Assigned To Start Date is set to the date and time that the assignment changed from Bob to Jane. Assigned To End Date and Assigned To State Duration are not set at this time as this is still Jane's current assignment.

      Current assignment details always follow the record flagged as Current Record. The Current Record is the first Case History record that is created when a new case is added. All other Case History records are copied from the original case history record and finalized as a historical record each time a key field is updated.

  • End date field and duration fields are also set when a Client Service Case is marked Inactive (i.e., Active flag is unchecked) or marked Complete (under Workflow in the Action Center). The Current Record is copied just as described previously and the copied record becomes the historical record.

    Note: If the case is marked Active again, the Current Record is copied once again and the Inactive record becomes the historical record while the Current Record is updated as Active.