Question

We have several user accounts earmarked for clients.

One of our client's users left the client's employ, and we want to setup another user to take on the responsibilities of the last user.

If we repurpose the existing account, we don't have any clear audit trail for who created/edited the cases (old employee vs. new employee).

If we deactivated the existing account, and created a new account, all of the existing cases would be associated with an inactive user and resolution notifications and closure would be difficult.

Is there a recommended procedure for dealing with this situation?

Answer 1

Personally, I would just go with Greg's answer, but another option is to create a virtual user to assign the old user account's cases to during the transition. The only real benefit of going that route is that a virtual user does not use up a license, so this only helps if you need to keep the old user account active for some reason (and are tight on licenses).

Answer 2

Whenever you deactivate a user who has active cases, FogBugz informs you of this fact and offers you the opportunity to assign those cases to another user right then and there. You can also do it after the fact, via a bulk assign operation, if you haven't yet figured out to whom the cases will be assigned and just want to deactivate that user immediately.

You definitely don't want to simply rename the account because, as you stated, you would be rewriting history. FogBugz makes it easy to reassign any number of cases to a new user, so just do that.