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ReportHello, 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?
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