You can view an audit trail to see the full history of all workflow tasks performed on a Case.
Note: Depending on your Admin’s configuration, object, field, and section labels, lifecycle states, and workflows may differ from the general information on this page. Refer to your organization’s business processes for guidance.
About Vault Audit
Vault provides a robust audit trail of all actions performed on an object record, such as a Case. Vault also allows you to export this information in order to facilitate reporting and filtering at a more granular level.
Note: Vault doesn’t enforce Dynamic Access Control or Field Level Security in the audit trail. It’s possible for a user to utilize the related record audit trail to view audit events on records they don’t have permission to view.
See Viewing the Audit Trails for more information on auditing object records.
View Case Audit Trail
- Go to the Case that you want to audit.
- Expand the All Actions menu, and then select Audit Trail.
The Audit trail for Case window appears. - To view an audit trail that includes audit events for related object records, select which related objects to include under Included Objects.
Select any object that has an inbound relationship to the primary object. - Specify the time range using one of the following options:
- Under Quick History, select the time period.
- Enter the time period under Date range and to.
- Select Get History.
Read the Audit Trail
Vault displays the audit trail for the primary object record and up to 100 records for each related object that you included.
The Record column shows the object record in which the event occurred and the object label. Related record audit trails covering a period of four or more months may take longer to display.
Note: When a user promotes an Inbox Item to a Follow-up Case from the Potential Matches page, consider the following:
- The Follow-up Case audit trail shows
System on behalf of {user}. - The Initial/Closed Case audit trail does not log an entry for when the Follow-up Case was created.
Audit Trail Window Information
The Audit Trail window displays the following information:
| Field | Description |
|---|---|
| Timestamp | Date and time that the action was performed, adjusted to your own timezone. |
| User Name | Login name for the user who performed the action. This sometimes shows "System" to indicate that the action was performed automatically by Vault. "System" actions include state changes and field updates performed as part of a workflow. |
| Event Description | Description of the action that occurred, for example, "'tlee@veevapharm.com' was added to the 'Editor' field'". Note that when data changes, the description shows both the previous value and the new value. |
| Record | Name of the object record that the action was performed on. |
Export Audit Trails
To download the audit trail, expand the All Actions menu, and select CSV, Text, or PDF.
Audit trails export as .txt when the multilingual document handling setting is enabled. Audit trails export as .csv when the multilingual document handling setting is disabled.
CSV Exports
The exported CSV file shows information in a slightly different format. For example, the Event Description field doesn’t exist in the export, but the export provides more detail on the changes.
PDF Exports
When you export as a PDF file, Vault adds page numbers and a cover page to the PDF. All audit histories and audit trails use the same Audit Export Cover Page template.