Idea ID: 2759944

make the tracking of changes to a record complete - history is no complete

Status : Declined
over 1 year ago

If you add e.g. a new profile to a person record and save, this will not be reflected in the history. Especially in this case, it is not only incomplete, but also security relevant.


  • Hello,

    especially customers from regulated industries (chemical, financial,...) want to have a "full history" that can be exportet -or printed to PDF-. It is a legal requirement and the rules are not specified in more detail, but, to mention some:

    • No use of IDs in the export of history
    • Display the values, not the ID s in the history
    • If e.g. a new message is sent from a ticket (example: agent to agent) you can read "Comments was set to new content" in the history. It is meaningless

    They way the Service Manager "Activity Records" used to look had some benefits there (while it also didn't capture every change, but was configurable)

    This is a mandatory requirement in several industries, at least in the European Union and can cost us deals.

    Again, in general:

    • History should be complete
    • History should be readable (IDs)
    • History needs to be stored revision proof -> export as PDF. 
    • For single records
    • For lists...
  • Juergen,

    This is written as a generic idea that is too broad to be implemented all at once.  Please resubmit Idea(s) for the specific attributes that are not currently captured in the history.

    Thanks, Steve