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Case Flags History Tracking Action Field Details

Summary

The Action field on the Case Flags History Tracking object describes the action that triggered the creation of the record. This field is available in version 4.20 and greater.

Details

The following table describes the potential values for the Action field and the reasons they are logged.

 
ValueExplanation
Set Flag ButtonA click of the Set Flag button on a Case detail page or List view
Clear Flag ButtonA click of the Clear Flag button on a Case detail page or List view
Case CreatedFlag set due to the 'Set flag on case creation' option on the Wizard
Case ClosedFlag cleared due to 'Clear flag on case close' option on the Wizard
Email ReceivedFlag set due to the 'Set flag on inbound email' option on the Wizard
Email SentFlag cleared due to the 'Clear flag on outbound email' option on the Wizard
External Comment AddedFlag set due to the 'Set flag on customer or partner comment' option on the Wizard
Internal Comment AddedFlag cleared due to the 'Clear flag on user comment' option on the Wizard
Customer Attachment AddedFlag set due to the 'Set flag on case attachment' option on the Wizard
Task CompletedFlag cleared due to the 'Clear flag on activity/task' option on the Wizard
Local AutomationAn action outside of the Case Flags package.  For example, workflow, Apex, or a user initiated action.

If multiple items apply within an execution thread, the first event is logged.  For example, you have configured the 'Clear flag on outbound email' and 'Clear flag on user comment' option on the wizard and have a Visualforce page that inserts a comment and sends an email at the same time.  The Visualforce page controller inserts the comment and then sends the email.  When you use this page, the history tracking record will reflect an action of 'Internal Comment Added'.

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