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Finding duplicate cases

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Save time by identifying potential duplicate cases in your application and ensuring that each case represents a unique request. Potential duplicate cases match a set of required and weighted conditions.

  1. Add a Search duplicate cases shape to the life cycle of your case type. For more information, see Searching duplicate cases.

  2. Define the criteria that determine whether a case is a duplicate by performing the following actions:

    1. Define the basic conditions that potential duplicates must match exactly. For more information, see Defining basic conditions for case types.

    2. Define a threshold that potential duplicates must match or exceed, and then specify the weighted conditions that support that threshold. For more information, see Defining a threshold with weighted conditions for a case type.

  3. Optional:

    To transform a temporary case into a permanent object in your database when your application does not identify any duplicates, add a Persist Case shape to the life cycle of your case type. For more information, see Persisting temporary cases.

At run time, users can decide whether to close a case as a duplicate or ignore the potential duplicate and continue. A dialog box provides the reason for marking the case as a potential duplicate, which helps users make an informed decision.
  • Searching duplicate cases

    Save time and minimize creation of similar cases by adding a Search duplicate cases shape to your case life cycle.

  • Defining basic conditions for case types

    Improve the performance of your duplicate case search and limit the number of potential duplicates by defining basic conditions for potential duplicate cases.

  • Defining a threshold with weighted conditions for a case type

    Improve the performance of your duplicate case search and limit the number of potential duplicates by defining weighted conditions for a potential duplicate case. Determine whether the case is a potential duplicate by assigning a relative weight to each condition, and by calculating the total weight of a case.

  • Restrictions on properties used in duplicate tracking

    The following restrictions apply to the property names and values that you reference in expressions on the Case Match form and the Track duplicates category of settings for a case type:

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