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. 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.