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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Copilot Interaction - ...
Service | Customer Service, Contact Center, Fie...
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Copilot Interaction - save changes in Inspection history

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Posted on by Paula61695
Hi, I have a problem with Copilot interaction. 
 
In their system, the Client uses the field modified by to track who closed the case. Recently, we have noticed that in most cases it is the system. After checking the inspection history, I noticed that immediately after the case is closed, an additional "Copilot Interaction" replacement appears and the modifying one is SYSTEM.
 
Is there any way we can change this and why this change "Copilot interaction" is done after closing the case
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Dynamics 365 Customer Service
  • Suggested answer
    Tom_Gioielli Profile Picture
    Tom_Gioielli 1,643 on at
    Copilot Interaction - save changes in Inspection history
    I try to stay away from using [Modified By] to track recent interactions with a record for exactly this reason. There are way too many System-side or even client-side interactions that can screw up historical reporting that is then gone forever. I would suggest you look at alternatives rather than try to get around this behavior.
     
    1.  Report on this data from the Case Resolution table, which will show the user who closed out the case along with notes. The benefit of this approach is that if a case is reopened and then closed again, your reporting will include both instances
    2. Add a custom lookup to the user table and call it [Case Closed By]. Then all you need is a simple workflow that triggers on change of the Case Status. This should capture the user who made the change to close the case. If you set it to a real-time workflow, you will capture the details from [Modified On] before any system processes hit it.

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