The case timeline

Every case keeps its own history: each status change, contact attempt, appointment, document, and note, in the order they happened. Open the case and select the Timeline tab.

Reading the timeline

Events are grouped by day, newest first. Each day has a header with the date and, for the last week, how long ago it was. Each event shows the time, what happened, and who did it.

• Status changes show the step the case moved to as a chip. Select the chip to see which step it came from.
• Corrections — a step change an admin made to undo a mistake — are marked Correction and say which step they came from, so you can tell them apart from ordinary moves. If the admin asked for the step's checks to be done again, the event says so.
• Contact attempts show the method, the person, and how it went. Appointments show the visit and what happened to it.
• Notes sit under the event they belong to, marked with a bar on the left. Long notes are trimmed — select Show more to read the whole thing.

Select Refresh to pick up changes teammates have made since you opened the tab.

Show only one kind of event

To find something quickly, use the All events dropdown at the top of the tab. Choose a type — Status changes, Corrections, Contact attempts, one of the appointment events, and so on — and the timeline shows only those. Clear the choice to see everything again. The filter resets when you leave the case.

Seeing older events

The timeline loads the most recent events first. When there's more, a Show older events button appears at the bottom. Select it to load the next batch.

Adding or correcting a note

Workspace Admins and Intake Admins can add a note to a past event, or fix one that's wrong. Select the pencil at the end of the event's first line. The Add note (or Edit note) window opens. Type the note and select Save note.

A few things to know:

• Changing a note never changes the event itself. Who did it and when stay exactly as recorded.
• Once a note has been edited, the event shows Edited by with the editor and the time, and a History link with the number of saves.
• Select History to open Note history: every save, who made it, and when. It doesn't keep earlier wordings, so an edit replaces the text for good.
• To remove a note, clear the text and save. That counts as an edit, so the history still shows who removed it.
• The reason on a Correction can't be edited. It's part of the record.

You may not see the pencil

Only admins can add or edit notes on past events. If a note needs changing, ask your workspace admin.

→ Moving a case explains how a note gets onto a status change in the first place.