About audit trails, attachments, and case narratives (V6.X)

Each row contains a date and time, description, and the operator's full name. Dates and times on the history display are presented in the time zone indicated in the Time Zone field of your Operator ID data instance.

• History instances created by agents list system as the Operator ID
• History instances created by the Pega-ProCom agent when performing bulk processing list system, on behalf of Name. as the Operator ID.

To see additional detail in a pop-up window, hold the mouse pointer over a row.

History information is cumulative and permanent; it cannot be changed. If the work item contains incorrect information, you can overwrite or replace it with correct information.

Click Export to Excel to export the history report lines to Microsoft Excel.

Expand the Attachments header to list the existing attachments to this case, or to review, edit, or delete existing attachments. The Basic View form allows users to enter Note, File, URL, or Content attachment types. The list is grouped by attachment categories; their associated attachments are arrayed beneath the category name.

Attachment categories

Attachment category rules can be used to define a user's privileges, attachment types, the work types, and other conditions that enables or restricts a user to view, edit (in a copy; the original is preserved), or delete an attachment.

You can apply case processing conditions to File and URL attachment categories on the Case Type rule form's Attachments tab. See Case Type rules - Completing the Attachments tab.

Categories can also be used to create attachment document versions. Assuming that the category's business purpose is clearly defined (invoice or expense report, for example), the user can open an attached document, save it locally, edit it, and then attach the new file (specifying the same attachment category as the original). This version appears in the attachment list in the array beneath the category name; the most recent attachment appears first. See How to use attachment categories.

Case and subcase attachments

By default, a case displays its own attachments. Users can also display subcase attachments. To display case and subcase attachments, the user selects All Subcase Attachments in the view drop-down list.

The user cannot delete attachments when displaying them in All Subcase Attachments mode.

Note attachments

To add a note attachment, the user:

1. Clicks Add and selects Attach a Note.
2. Enters the text. These rich text edit controls can be used:

Icon	Result
	Bold the selected text using the <strong> HTML tag.
	Make the selected text italics.
	Make the selected text underscored.
	Change the font color of the selected text. Choose a color from the palette.
	Set the background color of the selected area. Choose a color from the palette.
	Indent, increase space at the beginning of the selected lines.
	Outdent, reduce space at the beginning of the selected lines.
	Convert the selected paragraphs to an unordered list (<ul> tag).
	Convert the selected paragraphs to an ordered list (<ol> tag).

2. Selects an attachment category, if applicable. The list of available categories may depend on attachment type, privileges, the work type, and other factors, determined through attachment category rules. If a category is not selected, the default category Note (the attachment category Work-.Note) is applied to the attachment.
3. Click OK.

The standard flow action Work-.AttachANote provides a similar capability, without a pop-up window and without rich text editing.

The user can also use the Notes tab () on a user form for viewing and adding notes to a case. To add a note, the user:

1. Enters text in the Notes text area.
2. Optionally, clicks the Advanced... link to open the rich text editor.
3. Clicks the + Add button when finished entering the text.
   The system displays the text below the area and adds a time stamp and the operator's name. The default attachment category Note is applied. To use an attachment category defined within the case type, the user must attach the note in the Audit window.

File attachments

To create a file attachment, the user:

1. Clicks Add and selects Attach a File. A pop-up dialog appears. Two methods are available for attaching a file: selecting an individual file, or dragging and dropping one or more files.
2. To select a single file, the user:

• Enters a description in the Select a File area.
• Types a full file name and path, or clicks Browse and navigates to the file using Windows Explorer, selects the file, and clicks Open.
• Selects an attachment category, if applicable. The list of available categories may depend on attachment type, privileges, the work type, and other factors, determined through attachment category rules. If a category is not selected, the default category File (the attachment category Work-.File) is applied to the attachment.

3. To drag and drop files, the user:

• Selects a file and drops in onto the Drag and Drop Files area. This adds the file to the array beneath the area.
• Optionally, edits the description and selects an attachment category.
• Adds files as needed.

The user can, within the same dialog, enter a file name and path, and drag and drop files .

4. Clicks OK.

The standard flow action Work-.AttachAFile provides a similar capability, without a pop-up dialog.

Choose the Edit Attachments action Work-.EditCategorizedAttachments (when configured in a flow) to revise an existing file using workstation software such as Microsoft Word. The system retains both the original file and the updated file, with a higher version number.

URL attachments

A URL attachment links the work item to a web page or other object accessible with the HTTP protocol. To create a URL attachment, the user:

1. Clicks Add and selects Attach a URL.
2. Enters a subject in the pop-up dialog.
3. Enters the URL.
4. Selects an attachment category, if applicable. The list of available categories may depend on attachment type, privileges, the work type, and other factors, determined through attachment category rules. If a category is not selected, the default category URL (attachment category Work-.URL) is applied to the attachment.
5. Clicks OK.

The standard local flow action Work-.AttachAUrl provides a similar capability, but without a pop-up window.

Content attachments

Appears if you select the Enable for attachments option on the Application rule's Advanced tab. This option allows the user to browse and attach files located in CMIS repositories. The ones displayed in the pop-up window are obtained from Connect-CMIS rules that shown in the operator's profile .

To create a content attachment, the user:

1. Clicks Add and selects Attach Content.
2. In the pop-up window, selects an attachment category from the drop-down list.
3. Selects a repository name and select the file.
4. Clicks Attach.

The user an also select the Attachments tab () on a user form to view or add URL, file, or content attachments. To add an attachment, click the Add button, and select the attachment type. The instructions for each type are described above. Select Show Subcase Attachments to display attachments on covered cases.

Click Advanced View (at the bottom of the window) to enter any of the six attachment types. In addition to Note, File, and URl, and Content attachments, two other attachment types are available in the advanced view. Unlike the four Basic View types, these two attachment types each require that a PRPC ActiveX control be present on the user workstation.

Screen Shot attachments

To add a screen shot attachment, the user:

1. Clicks Add and select Attach a Screen Shot to open the pop-up dialog.
2. The Window Name field shows the title of each window on the user's workstation, even if minimized. The user selects one window title from the list to bring the target window to the front.
3. Enters a short text description in the Note field.
4. Selects an attachment category, if applicable. The list of available categories may depend on attachment type, privileges, the work type, and other factors, determined through attachment category rules. If a category is not selected, the default category Screen Shot (attachment category Work-.ScreenShot) is applied to the attachment
5. Clicks Attach Selected Window.
6. Clicks OK.

The standard local flow action Work-.AttachAScreenShot provides a similar capability, without a pop-up window.

This feature is sometimes called screen capture. The prScreenCapture ActiveX control supports this capability. The attachments are instances of the Data-WorkAttach-ScreenShot class.

Scanned document attachments

If the user's workstation includes a scanner, the user can create and attach a GIF or TIFF image scanned from a paper document using Pega Document Scanning.

To add a scanned document attachment, the user:

1. Selects Create Scanned Document to open the pop-up dialog.
2. In the Attachment Category field, select any category from the drop-down menu. If no category is selected, the default category File is set on the attachment.
3. Add a Note if desired.
4. Click Scan. You can follow the progress of the scanned image on the screen. The file is uploaded to PRPC, and a message reports when the upload is done.
5. Click Submit to complete the Scan action.

The standard local flow action Work-.pyCreateScannedDocument provides this capability. Attachments are instances of the Data-WorkAttach-ScanDocument class.

The standard harness Work-.HistoryandAttachments supports the standard display of history and attachments. You can override this rule for your applications, to change the layout, contents, or functions available. Alternatively, you can present the history section or attachments sections within a user form.

The standard section Work-.HistoryListView executes a standard list view rule History-.HistoryListView.ALL. To change the columns or presentation, override this list view rule in the History-ZZZZ class, where ZZZZ is the name of a class group or work type in your application. (Do not override the section unless you are making advanced changes; it is not auto-generated.)

The standard section Work-.Attachments supports the Add button to allow the user to add attachments (of four types for Basic View, or all six types for Advanced View. This section includes the standard section Work-.AttachmentListView (not auto-generated) which executes the standard list view Link-Attachment.AttachmentList.ALL. Although no fixed limit exists on the number of attachments that a work item may have, the standard list view displays a maximum of 100 attachments.

To customize the presentation, override the auto-generated sections or the list view rule. (Do not override the Work-.AttachmentListView section unless you are making advanced changes.)

This tab presents data from the History section on the Audit Details tab in a format that resembles a series of RSS feed notifications.

The tab displays rows, each of which records work object status changes (except agent actions) or attachments activities ( notes, files, URLs, and so on). By default, the most recent action appears at the top. The user can reverse the order by clicking the Showing newest on top link. Selecting the Show subcases checkbox displays subcase status changes and attachments. Each row contains:

• The operator's image and full name. Clicking the name displays a pop-up dialog containing additional Operator ID information.
• The case's name and work object ID.
• Attachments, identified by an icon and the subject text. Users who hold valid attachment permissions can open it by clicking the highlighted subject, or delete it from the system using the Delete link. When a note is added using the Attachments tab on the work form, only the first 64 characters appear. A subject line is also displayed when the rich text editor is used. Users can click a note to display the entire message; clicking the refresh icon ( ) returns to the abbreviated view.
• The relative time of the change (for example, 57 minutes ago) appears on the right side of the row. After 24 hours, the date and time appears. Refreshing the tab updates the times.

You can customize the presentation in a copy of the Work-.pyCaseNarrative section.