Defining basic conditions for a case type

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

Before you begin: 

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

  1. In the navigation panel of App Studio, click Case types, and then click the case type that you want to open.
  2. On the Workflow tab, click Life cycle.
  3. Click the Search duplicate cases step for which you want to define basic conditions.
  4. In the step property panel, click + Add basic condition.
  5. In the Potential duplicate, Comparator, and Current case fields, enter property names and values that you want to use in a comparison against existing cases, to determine duplicates.
    For example: For example, to compare your case with all cases that contain the same email address, complete the following actions:
    1. In the Potential duplicate list, click Email.
    2. In the Comparator list, click is same.
  6. Optional: To add more basic conditions, perform the following actions:
    1. Click +.
    2. In the Potential duplicate, Comparator, and Current case fields, enter property names or values that later determine duplicates based on a comparison against existing cases.
    3. Optional: To mark the case as a potential duplicate only when it meets all basic conditions, in the field below When, select and.
    4. Optional: To mark the case as a potential duplicate when it meets at least one basic condition, in the field below When, select or.
  7. Click OK.
  8. Click Save.
Result: The system evaluates the basic conditions first to limit the list of potential duplicates. The case must meet the basic conditions for the system to consider weighted conditions. For more information, see Defining a threshold with weighted conditions for a case type.

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.