locked
how to resolve an incident in the context of another user? RRS feed

  • Question

  • Hello, I've created an ETL task which updates a field value for all incidents.  For incidents that have already been resolved, my console app reactivates the incident, updates the field value, and then re-resolves the incident.

    This allows my ETL app to successfully make the updates.  However, the associated user information for the re-resolved incident is my automation user.  I need the associated user information for the re-resolved incident to be for the actual user that originally resolved the incident. This is important for reporting purposes.

    Is this possible?  If so, then what's the best/easiest way to do this?

    Tuesday, January 7, 2014 3:23 AM

Answers

  • Hi,

    If you update a record with a workflow, the modifier will be the owner of the workflow. So, create a workflow to resolve the case, then assign it to the desired user and the user should activate it again. After that, the changes would be by the name of that user. Of course, this scenario only works if you have an specific user, and if you have a dynamic user list this could not help you.

    Tuesday, January 7, 2014 5:21 AM
    Moderator