Activity Log Guide

Overview

The audit log is a complete, time-stamped record of everything that happens in a case: who did what, and when. It lives in the Activity panel on every case.

Use it to:

• Follow the full story of a case from submission to closure
• See who viewed or accessed a case
• Track changes to case details, workflows, notes, tasks and more
• Show reviewers and auditors a clear record of activity

Where to find it

1. Open a case in the Case Manager.
2. Click Activity to expand the panel.
3. The bar at the top shows how many updates happened in the last 24 hours.
4. Scroll down to see all activity, newest first.

Reading an entry

Each entry shows:

• Category – the tag at the top, such as Case Edits or Workflows
• Who – the admin, reporter or system that took the action
• What – a plain description of the action, such as "viewed this case" or "updated sheet Performance Plan"
• When – the date and time of the action

Names of sheets and other items appear in red so they stand out.

Filtering by category

Use the filter to focus on one type of activity.

1. Click the filter icon in the top right of the Activity panel.
2. Check the categories you want to see. You can pick more than one.
3. To reset, check All Categories again.

What gets tracked

Case activity

• Case created, including intake channel and who submitted it
• Case viewed, including views of any workflow step
• Assignment and reassignment
• Status changes, closing and reopening
• Edits to case details, showing the updated value
• Case actions
• Case exported, and by whom

Access

• Admins added or removed manually
• Admins added or removed by routing rules
• Admins added or removed by admin permissions

Tags and linked cases

• Tags added or removed
• Cases linked or unlinked

Notes and attachments

• Who added, edited or deleted a note
• Who uploaded, edited or deleted an attachment

Messaging

• Messages sent by admins
• Messages sent to the reporter or other people
• Reporter replies and reporter activity

Tasks and comments

• Who created, edited, completed or deleted a task
• Who added, edited or deleted a comment

Vera and AI

• Edits to the Vera summary
• Vera suggestions accepted, for example: "Admin A accepted Vera suggestion for Task ABC"

Workflows

• Who turned a workflow on or off for the case
• Edits to workflow sheets and fields
• Escalations, and when the escalation was approved or rejected

E-Sign

• When a signature was requested
• When a document was signed
• When someone declined to sign

Common uses

• Review a case from start to finish. Leave All Categories checked and scroll to see the full sequence of events.
• Check who has seen a case. Filter to Case Edits to see every view.
• Review access. Filter to Access to see who was added or removed, and how.
• Prepare for an audit. Filter to the categories a reviewer cares about, such as Notes & Attachments or E-Sign.

FAQ

Who can see the audit log?
Any admin with access to the case. However, admins can only see categories for features they have access to. For example if an admin cannot view messages they will not see messages in the activity log. 

Can entries be edited or deleted?
No. The audit log is a permanent record.

Does it track changes to settings outside a case?
Not yet. The audit log covers case-level activity. 

How long is activity kept?
Activity is kept in line with your organization's data retention settings.

Does it include history from cases migrated from another system?
Migrated cases keep their original case ID, source system and key case data. Contact your AllVoices team for details on migrating prior history.