Audit within the case

Michelle Cramer
Kilo Explorer

‎03-09-2022 01:52 PM

Hello

I am looking for some guidance on auditing within a case when the case gets transferred to another service.

What we are experiencing is when we do the transfer, you lose the history of who had worked on the case previously so then it appears that the last person who worked in there, actually did all the work in the case.

Is there a way on the backend to see who had originally started on the case or to set it up so that the all the previous work doesn't get changed to the new person?

Thank you!

Michelle

 

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michaelj_sherid
ServiceNow Employee
ServiceNow Employee

‎03-09-2022 02:02 PM

@Michelle Cramer  The work notes and comments are transferred over to the new case.  Here is a Community post where I go into detail on the Work Notes and Comments when a case is transferred.

I am happy to answer any additional questions you may have after after viewing the post.

Regards,

Mike

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Michelle Cramer
Kilo Explorer
In response to michaelj_sherid

‎03-10-2022 10:46 AM

Hello Michael, I am talking about the audit trail of who assigned a case to what service. Know the work notes and comments transfer.

The issue we are having, we just went live with SN in October. We have about 30 Services. There are times when a service comes in as a general inquiry and someone has to transfer it to the right service so the case gets to the right person. Once someone assigns the case to themselves, it changes all of those actions in the history of the case to look like that person is the one who assigned it. If the case gets assigned to the wrong service, I dont have a way to know who did that so I can go back and educate them. 
Does that make sense?

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