How can I view the entire incident history?
Oracle Service Cloud, All versions
Staff can view incident history from either a contact or organization workspace or from a custom report.
Workspaces: In order to access the incident history for a contact or organization, the staff profile must allow access to the contact or organization editor (workspace). This means that the staff profile must have edit privileges enabled for the contact or organization records that is enabled on the Common tab of the profile. View privileges in the profile do not allow access to the workspace.
Note: Even with edit rights, you can define a workspace that only has read-only permissions for editing fields for the contact or organization. That is, the edit permissions from the profile allow access to the workspace, but the workspace defines whether the staff member can actually edit the fields.
Within the workspace, include the Incident View relationship item on a tab. The Incident View relationship item displays incidents associated with the record used in the workspace. The default workspaces within the application already include the Incident View relationship item, so if you copy the workspace to create a custom workspace for your staff, the copy will include the incident history.
Custom reports: If your staff do not have access to the organization or contact workspace due to restricted permissions in their staff profile, you can create a custom report that displays the incident history for a specific organization or contact record.
Within the report, include a filter for organization name and any other common search fields (such as an org ID field). With contacts, you can include filters for first and last name or email address.
Then for the output column list the incident fields of your choice.
For more information on creating custom reports, refer to Answer ID 2509: Creating a Basic Custom Report.