Cusotmer is asking to updated the data on resolved work items.
Customer is asking to update the few properties on resolved (historical) items of production. As part of enhancement we have added new properties and customer need those values on historical items as well.
To populate the data we might need to call service as well.
We can do this with utility but would like to know is this good practice to allow customer update the production data.
Capgemini
IN
@SamT169 - If you really need to update such data, there should be proper audit entries to record this i.e. the data was added after the cases were resolved.
However, since these data were not used for case processing, you might want to challenge the business requirement and try to understand if this really needs to be updated in the case or this is kind of reference data which can be fetched and displayed from somewhere else (specially since you mentioned that this will be fetched from an external service call).
Mphasis
IN
@SamT169 ideally its not the best idea, if still asked to do this have a flag / identity and audit entry of the channel [ eg: API / Utility ] used to update the historical data.