- Question.
-
What happens to past records when a User name (or Organization name) is changed?
- Answer.
-
The behavior differs depending on the type of record.
Retroactively updated (rewritten to the new name)
- Assignee names and Organization names displayed in the processing records of Case details
Not changed (retains the value before the change)
- Values entered in User-type and Organization-type Data Items
This reflects the policy of preserving values explicitly entered by the user exactly as they are.
Caution: We do not recommend handing over the same account to a different person
For example, if a departing employee’s account is handed over to a different person as-is (reusing it by only changing the user name), past processing records will be displayed under the new assignee’s name. This can cause confusion when using records for audit logs or as supporting documentation.
We recommend deleting the departing employee’s account and creating a separate account for the new assignee.
