Service request timeline
A service timeline for support and operations teams. It organizes case activity, customer contact, attachments, and follow-up tasks without hiding the newest work.
- Pega versions
- 24, 25, 26
- License
- Open usage
Free to use as a reference pattern in FusionAIx prototypes and internal delivery accelerators.
Service request timeline
Chronological view for customer interactions, case events, attachments, and follow-up tasks.
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Overview
Service request timeline gives service teams a chronological view of case activity, contacts, attachments, and follow-up work. It keeps newer events easy to identify while preserving enough structure for audit-friendly review.
The pattern is useful when case history is central to the workflow but should not become a separate, slow-to-scan destination.
Use cases
- Customer service case history views
- Operational handoff screens between teams
- Audit-friendly timelines with tasks, notes, and attachments
Highlights
- Newest activity stays easy to identify
- Event types use compact visual markers
- Supports tasks, comments, attachments, and system events
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