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This article provides a resolution for the issue where case entity fields for modifiedon and modifiedby are inadvertently updated for resolved cases in Dynamics 365 Customer Service.
Symptoms
The modifiedon and modifiedby fields in the case entity get updated for resolved cases.
Cause
The modifiedon and modifiedby fields get updated for all resolved cases because of updates made in the DeactivatedOn field introduced in the case entity, using the async job ResolvedIncidentsUpdationOperation. Next SLA for cases results in updates to modifiedon and modifiedby fields in the case entity. If you want to disable Next SLA, you must contact Microsoft Support.
Resolution
To resolve this issue, avoid using the modifiedon and modifiedby fields for reporting because they get modified when calculating Next SLA on the enhanced case grid. If you want to know when the case was resolved, use the incidentresolution entity and avoid using modifiedon in the case entity.