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Finding duplicate cases

Updated on November 22, 2021

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.
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.
  • 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.

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