Merging User Records

[Heather White]

Good afternoon folks,

      I am doing maintenance on our users, and I am finding we have 2 records for the same user, with incidents attached to each.   I was advised by our previous admin to merge the records by updating the incidents of the duplicate user, and then deleting that user from the table.   I am noticing that the incidents are showing a current date as "last updated", which make sense to me, however, the records are also showing a resolved date that matches the update.   I don't know what the overall impact will be on our data.   I have received reports that are "off" as all of the incidents are showing as resolved recently.  

With that being said, is there another way to accomplish the task of pointing all incidents to one user(merging)?

Thanks,

Heather

[Tim Deniston]

This would most likely need to be scripted. There are some methods that can be used with GlideRecord that will prevent date/time fields (like Updated and Resolved) from updating. Specifically, sysAutoFields(false) and setWorkflow(false) would prevent that from happening.

[Heather White]

Is there a way to "fix" a record that has been already been updated?  

[Tim Deniston]

Possible, yes. Easy, no. This would also require scripting and would entail querying History records to see what the value was before and then setting the record's value back to the previous value.

[Heather White]

Do you have examples of the scripts needed, both for the history records and the sysAutoFields(false) and setWorkflow(false)?