locked
resolve implementation question RRS feed

  • Question

  • Hello, I have a scenario where the case form needs to know the difference between a case resolve that was done by the user and a case resolve that was done by a system process.

    For example, an ETL job might need to reactivate a case in order to set/save a new field value and then re-resolve the case.  This would represent a modified by of a system process and not an actual user. What is your strategy for managing the difference between a system resolve and a user resolve?

    The business only cares about resolves done by the user, not the system. A user may resolve, reactivate, then re-resolve. However, the business does not care about previous resolves (only the last resolve) 99.99% of the time. My initial thought for design is:

    * Create a new N:N table named new_IncidentUserResolve to store the user resolution history for actual business users
    * Create a new field on incident named new_ResolveUserName, new_ResolveUserDate
    * Insert a row into new_IncidentUserResolve and set incident field values for new_ResolveUserName, new_ResolveUserDate values in the PreCaseUpdate plugin

    Is this how you would implement this requirement or would you take a different approach?

    Friday, March 28, 2014 12:31 AM

All replies

  • Hi,

         It can be done but the better way would be to exclude cases closed by system users for reporting purposes. That would not need any custom development and could be applied in filter for the reports for dashboard / SSRS report.


    Hope this helps.
     
    -----------------------------------------------------------------------
     Minal Dahiya
    blog : http://minaldahiya.blogspot.com.au/

     
    If this post answers your question, please click "Mark As Answer" on the post and "Vote as Helpful"

    Friday, March 28, 2014 3:27 AM