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.

1. Add a Search duplicate cases shape to the life cycle of your case type by performing the following actions:
   1. In the navigation panel of Dev Studio, click Case types, and then click the case type that you want to open.
   2. On the Workflow tab, click Life cycle.
   3. In a process stage to which you want to add a Search duplicate cases shape, click + Step > More > Automations > Search duplicate cases.
   4. Click Select.
2. Define the criteria that determine whether a case is a duplicate by performing the following actions:
   1. Define basic conditions that potential duplicates must match exactly. For more information, see Defining basic conditions for a case type.
   2. Define a threshold that duplicates must match or exceed and the weighted conditions that support it. 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 no duplicates are found, add a Persist Case shape to the life cycle of your case type. For more information, see Transforming a temporary case into a permanent object.

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.