A duplicate is an open or resolved work object that is considered to represent the same underlying request, customer problem, as another work object. In many business processes, identifying and eliminating duplicate work objects as early as possible is desirable, to avoid the work of researching, updating, and resolving both work objects. In some business settings, failure to recognize duplicate work objects may result in duplicate shipment, duplicated bills or charges, or duplicated refunds.

To eliminate such redundant work, it is beneficial to resolve all but one of a set of duplicates, identifying in the duplicate work object the remaining open work object that will be processed to normal completion.

The status value Resolved-Duplicate is often used for work objects identified as duplicates. In each duplicate, the standard property Work-.pyDuplicateID is available so users can reference the "original" to be processed to completion.

work object, work object status

Definitions — D