Can an entry be deleted from the history?

No. Events are logged when they occur and are not rewritten. A change made by mistake and reverted appears as two changes.

Does it also record what automated support did?

Yes. If it created the order, that is logged the same as if a person had. On top of that, the actions it takes show up as notes inside the conversation with the customer.

What about the orders I already had loaded?

They show their creation date and nothing earlier. The history starts when the feature began recording; anything prior was never stored.

Order change history: who changed it and when

Q: Can I note by hand that I called the customer?

Not as a timeline event. What you can do is leave it as a comment on the order: it carries your name and the date, and whoever reads it later will see it in the same place.

The argument nobody can win

Order change history exists to end one specific argument: somebody changed something and nobody owns it.

Without a record, that conversation gets settled by memory. And three people's memory of a Tuesday three weeks ago never lines up.

The underlying problem is not who was at fault. It is that without a record nothing can be learned: you cannot tell whether it was one person's mistake, a badly explained step, or a process that invites errors.

What has to be recorded

The short list of what should log itself, without anybody writing it.

Event	What gets kept
Creation	Who created it and when, whether a person or automated support
Status change	From which status to which, who and when
Edit	What was modified
Deletion	Who and when
Comment	The text, the author and the moment

What matters about that list is not what it includes. It is that it writes itself. A record that depends on somebody remembering to fill it in is empty exactly on the day you need it.

What logs itself and what does not

Here is the limit, because a promise without one cannot be evaluated.

The timeline covers creation, status changes, edits, deletions and comments. You cannot add an entry by hand: if you phoned the customer, that does not go in as a timeline event.

What you can do is leave it as a comment on the order. It carries your name and the date, in the same place, and serves the same purpose for whoever reads it later.

What cannot be recovered

An order created before the record existed shows its creation date and nothing earlier. That history was never stored and there is no way to reconstruct it.

Worth saying because it is the first question that comes up when somebody starts using the history: "what about before?". Before is not there.

Why it does not get rewritten

A timeline that can be edited is useless for what it exists to do.

Events are logged when they happen and stay that way. If somebody changed the status by mistake and then reverted it, both changes appear, not the clean result. That is correct: the mistake is part of what happened.

What to look at when something went wrong

A practical order for using it, instead of reading top to bottom.

Start at the end. The last change before the problem appeared is usually the one that caused it.
Look at who. If it is always the same person, it is training. If it is several, it is the process.
Look at when. Errors clustered in one time slot usually speak of overload, not carelessness.
Read that day's comments. Very often the explanation is already written there.

Step two is the one that changes the conversation with your team. When the record shows four different people got it wrong, the problem stops being anybody's.

Conclusions

Without a record, the argument is settled by memory and nobody learns anything.
What counts is that it logs itself, not that somebody remembers to fill it in.
It covers creation, statuses, edits, deletions and comments, and takes no manual entries.
Orders predating the record have no recoverable history.
If the record shows several people got it wrong, the problem is the process.

Order change history: who modified it and when