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The history shows log entries created by the system, by agent and by user.
 
 
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Click on a log entry to open it. Additionally, you can click the expansion icon to bring up full history in a separate window, focusing on the history listing you've selected: Image Removed


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You can also use the expansion icon that shows the full history of the case:      
 
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Full log:

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When you open a history log that is an email, you can use the answer icon   Image Removed Image Added   to reply to this email:
 
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  You can also print the log entry

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