Finding duplicate cases
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.
For example, you can check if a customer creates a loan request for a specific amount of money before a previous loan request from the same customer reaches resolution.Searching duplicate cases
Save time and minimize creation of similar cases by adding a Search duplicate cases shape to your case life cycle.
- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- In the case working area, on the Workflow tab, click Life cycle.
- In a process to which you want to add a Search duplicate cases shape, click .
- Click Select.
- Define the basic conditions. For more information, see Defining basic conditions for case types.
- Define a threshold with weighted conditions. For more information, see Defining a threshold with weighted conditions for a case type.
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.
- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- In the case working area, on the Workflow tab, click Life cycle.
- In the Case life cycle section, click the Search duplicate cases step for which you want to define basic conditions.
- In the step property panel, click Add basic condition.
- In the dialog box that appears, in the Potential duplicate,
Comparator, and Current case fields, enter
the property names and values that you want to use to determine duplicates in a comparison
against the existing cases.The application uses these values to compare existing cases against the current case to identify potential duplicates.
For example: To compare your case with all cases that contain the same email address, enter Email is same. Note: You need to expose the properties that are referenced by an exact condition as columns in the database. For more information, see Planning for property optimization. - Optional: To define more basic conditions, in the dialog box, click Add a row, and then go to step 5.
- Optional: To mark the case as a potential duplicate only when the case meets all basic conditions, in the field below When, select and.
- Optional: To mark the case as a potential duplicate when the case meets at least one basic condition, in the field below When, select or.
- Click OK.
- Click Save.
The results are displayed in tabular form. You can decide whether to close a case as a duplicate or ignore the potential duplicate and continue case processing.
In the results table, you can preview the matching property values of a potential duplicate case and the total score contribution number by clicking Why is this shown here?. A dialog box is displayed that provides the reason for marking the case as a potential duplicate, which helps you make an informed decision about what action to take.
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.
- In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
- In the case working area, on the Workflow tab, click Life cycle.
- In the Case life cycle section, click the Search duplicate cases step for which you want to define the weighted conditions.
- In the step property panel, click Add weighted condition.
- In the dialog box that appears, in the Weight field, enter a
value between 1 and 100 that you want to add to the total weight of a case when the case
meets the condition.
For example: When you create three conditions with the weight of 20 each, the total weight is 60. Note: If you want the application to display additional information in the notification about duplicate cases, include the properties that contain that information as columns in a version of the pyCaseMatchProcessingTemplate report definition that applies to the class of your case type. For more information, see Planning for property optimization. - In the Potential duplicate, Comparator,
and Current case fields, enter the property names and values that
you want to use to determine duplicates in a comparison against the existing cases.The application uses these values to compare existing cases against the current case to identify potential duplicates.
For example: In a hotel booking application, to compare your case with all cases that contain the same room number, enter Room number is equal to 1006. - Click OK.
- Optional: To add more weighted conditions, repeat steps 4 through 7.
- In the And weighted conditions sum at least field, enter a sum
of weights that represents a threshold when the case is a potential duplicate.
Tip: The threshold value should be lower than the sum of all weighted conditions. - Click Save.
The following video shows how to add a Search duplicate cases step to a case life cycle, and then define basic and weighted conditions:
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