To view the status history of a CRM communication

The procedure to view the status history of a CRM communication is as follows:

Using the Advanced search spy-glass (), select CRM Communication as the Search for and Search by category, and enter the Communication ID as the search criteria 1.
With the Results tab in current focus, double-click on the row containing the exact record match, or return to the Criteria tab and refine the search filters. The Communication Details window is displayed.
Click on History. The History tab is activated, revealing a list of each progression stage to which the communication has been assigned, as displayed in the Status History summary table 1. Certain fields are worthy of special note and are captured in the table below.
Click on Close.

Tip

1 By default, all status progression entries are displayed in chronological order; to aid the selection process, rows can be reordered by clicking on any of the available headings.

Note

1 Additional search criteria may need to be employed (e.g. start date range, communication method, company) to ensure that the correct CRM communication is returned; an alternative Search by category of Contact or Contact Group may be selected to extend the available search fields.

Field	Description
Status	The description of the status to which the communication was allocated e.g. Awaiting Assignment, Allocated to Case, etc.
Status Date	The date on which the communication was progressed to this status.
Set By	The name of the end user who set the progression status for this communication; an automatically assigned status is denoted by the reserved caption of 'System'.
Reason	The parameter value assigned to the communication to qualify the status progression.
Notes	The contextual information added to the communication record in support of the status progression.

See related topics...

CRM communication management overview

To view the user access logs for a CRM communication

Using the search facility