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Report on Field History for Agentforce IT Service Records

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Report on Field History for Agentforce IT Service Records

Create reports that show changes to tracked fields on incident, problem, change request, and service request records.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To turn on field history tracking: Customize Application
To create custom report types: Manage Custom Report Types
To create and edit reports: Create and Customize Reports

Field history tracking records changes that occur after you turn it on. History reports show the record, the changed field, its old and new values, the user who made the change, and the change date.

  1. Turn on field history tracking for the Incident, Problem, Change Request, and Service Request fields that you want to audit.
    For the steps to enable tracking on an object, see Track Object Field History.
  2. Create a custom report type.
  3. For Primary Object, select the history object that you want to report on.
    • Incident History
    • Problem History
    • Change Request History
    • Service Request History
  4. Create a report from the custom report type.
 
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