How to Identify Duplicate Cases when creating a new case?

Updated on September 7, 2020 03:45AM by Admin

Apptivo Cases App has options to prevent any user from creating duplicate records. This is can be done easily by setting the duplication rules on whether to create or restrict the duplication.

Steps to Prevent Cases Duplicates

  • Log in and access Cases App from your universal navigation menu.
  • Click on the “More (...)” icon and select “Settings”.

  • Click on "General → Duplication Rules" from the left navigation panel.
  • Enable the toggle to define the criteria.
  • Set the option either to Prevent Duplication automatically or Warn and Flag Duplication for review.

  • Click on the Create button and enter the following details:
  • Rule Name: Name of the criterion.
  • Set the matching rules in line level.
Duplication Rule

  • Attributes - Select the attribute, here "Email ID" is selected.
  • Fuzzy Logic - The Email ID field may have Partial value.
  • Exact Logic - The Email ID must match with an exact value.
  • Click on the "Create" button.
Create Rule

  • Here, we have set the criteria as if the Email ID field has the same value as the existing case, it will flag for duplication review.
Rule Created

  • If the Case is already created with the Email Id.
Case Created

  • Again, if you tried to create a new Case record with the same Email ID.
  • At the time of creation, you will view the warning message with existing case records.
Warning Message