Duplicate Case Search Rules
The Duplicate Case Search Rules screen is used to define the rules that will be used to locate possible matches when an agent initiates a Duplicate Case Search or a Case Merge operation from the Case Application Menu. These rules are specific to the current company and apply to users of any configuration.
For more information, see:
To access the Duplicate Case Search Rules screen:
In Administration, select Company Setup > Workflow / Process Automation > Duplicate Case Search Rules.
The table on this screen contains one row for each address search rule. The following information is contained in the table:
Field | Description |
|---|---|
ID | This is a unique ID value that is automatically assigned to each search rule by the system. It cannot be changed. |
Description | This is a descriptive name for the search rule. This value will be displayed to agents when they are performing searches.
|
Priority | This number represents the order in which the search rules will be executed. The execution sequence of search rules is important. Generally, you want the rules that are more likely to return fewer and more accurate results first. This will speed up search time, as well as the time required for agents to review the results. You can easily change the order of execution by renumbering the desired rows. The rows will be reordered in the table after you save. |
Req. | If selected, this rule will be included when an agent-requested search is executed. |
Mand. | Selecting a rule as mandatory will force agents to always perform a search for duplicate cases. If you have at least one search rule marked as mandatory, agents will not be allowed to close a Case Window unless they have requested a duplicate case search. They will receive a message indicating that a search must be performed before closing. Agents are not required to select an existing case. The purpose is simply to ensure that they have checked to make sure they are not creating a duplicate case. |
Auto | Not used at this time. |
Unique | Select this flag if you believe that this rule will guarantee an accurate match to a single existing case. If a match is found, the user will not be able to save the new (duplicate) case. They will either have to change the values that are making the case non-unique, or they will have to merge it with the found case. |
Custom | Not used at this time. |
Active | Indicates whether the search rule is active. Inactive search rules will be skipped. Two reasons you may want to make search rules inactive:
|
Filters | This read-only field tells you how many filters are defined for this rule. Select the rule to see the defined filters at the bottom of the screen. |
Best Practice: Try to give each rule a name that describes the filters defined for the rule. For example, if your search criteria include the last name and cases that were received in the past 12 months, you might call the rule "Last Name within 12 months."Search Filters
The search filters allow you to define the criteria that will be used for the selected search rule. Each time you select a rule at the top of the screen, the filters that are specific to that rule will be displayed.
To create a new filter for a search rule:
Select the desired search rule at the top of the screen.
Click the New Filter button on the banner.
Filters for search rules are defined just like filters for any other report or utility, with the following exception: If you leave the "Value, From" column blank, the corresponding value on the source case will be used to look for destination cases. This is probably what you will want to do in most instances, unless you are specifying a date range.
It is also generally considered a good practice to consider including the following filters for each rule:
A filter that limits the search to a specific date range (i.e. more recent cases).
A filter that excludes cases that have been previously merged to another case, based on the Special Case Status value. If you defined your Case Merge Actions as discussed previously, this value will be automatically set. For details about Case Merge Actions, see Case Merge Overview.
For information on defining search filters, see https://emplifi-docs.atlassian.net/wiki/spaces/ATRG/pages/307101757/Report+Filters.