Duplicate Case search
A user might create a Case that has the same data values as another Case in the system. For example, two purchase requests might have the same request date and list of items, or the same customer name.When a specific combination of data values or unique identifiers match, it is possible that the new case is a total duplicate.
Client organizations are incentivized to identify and address duplicate Cases because it saves both time and money. As a Pega Business Architect, it is important to understand how duplicate Cases are identified and resolved in Pega Platform™.
In the topic, you examine Pega's duplicate Case search functionality.
Search duplicate Cases Step
Pega Platform provides the Search duplicate Cases Process to help users identify and resolve duplicate Cases. This Process is implemented in the Case Life Cycle as a Search duplicate Cases Step. When a Case enters the Step, the system uses basic conditions and weighted conditions to compare specific property values with Cases already present in the system.
In the following image, click the + icons to read about how Pega Platform Processes the Search duplicate Cases Step:
When a user decides that the current Case is a duplicate, they can resolve it with a Resolved-Duplicate status, and then processing of the Case ends. Processing can be customized to enable the user to open the original Case to make any necessary updates.
Duplicate Case analysis
In the example of the health care services application, the patient's date of birth is the basic condition. The surgeon name, surgical type, procedure, and procedure date are weighted conditions with a value of 25 each and a threshold of 50. The system displays the Case entered on March 18 as a duplicate because the date of birth, surgeon name, surgical type, procedure date, and procedure match the values in the original Case, and because the total weighted condition value is 100, exceeding the matching threshold of 50. The user decides that the second request is a duplicate and resolves the Case as Resolved-Duplicate. The user then continues with the initial Case and provides the hospital administrator with the original authorization code.
In the following image, click the + icons to view the duplicate Case analysis:
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