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.

Before you begin: 

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

The case must meet the basic conditions first for the system to consider weighted conditions. For more information, see Defining basic conditions for a case type.

  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 weighted conditions.
  4. In the step property panel, click + Add weighted condition.
  5. In the Weight field, enter a value between 1 and 100 to add to the total weight of a case when it meets the condition.
  6. 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 with a Resolved-Completed status, perform the following actions:
    1. In the Potential duplicate list, click Case status.
    2. In the Comparator list, click is equal to.
    3. In the Current case list, enter Resolved-Completed.
  7. Click OK.
  8. To add more weighted conditions, repeat steps 4 through 7.
  9. In the And weighted conditions sum at least field, enter a weight sum threshold for the case to be considered a potential duplicate case.
    Tip: The threshold value should be less than the sum of all weighted conditions.
  10. Click Save.
Result: 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.