DUPLICATE SEARCH OF CASES

In many situations, a user may enter a case that has many of the same data values as another case already in the system. Usually, matching data is not an issue. For instance, two purchase requests may have the same request date, the same items, or the same customer name. However, if a specific combination of data values match, the new case is possibly a duplicate case.

Pega 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.

• The system first evaluates the basic conditions to limit potential duplicates. All basic conditions must be met before considering potential duplicate cases.

• Once all basic conditions are met, the system continues to evaluate the weighted conditions to receive a weight value. Each condition has a weight (between 1 and 100) to determine the relative importance of a condition.

• The system adds up the weights of all the conditions that evaluate to true. If the sum exceeds a specified threshold value, the system flags the current case as a potential duplicate.

• The search duplicate cases process then displays to the user the current case and the matching case in the system.

• The user may identify a potential duplicate from the list and resolve the current case as a duplicate. The system does not process the case further.

• The user may also decide that the current case is not a duplicate and may choose to continue processing the case.

Duplicate Search smart shape can be used to find the Duplicate Cases present. The Duplicate search smart shape uses the CaseMatch rule to fetch duplicate cases with matching property values. It is more or less similar to Obj-Browse.

For testing purpose, let us create a case match rule.

1. Open Records >> Decision >> Case Match

2. You will find two matching conditions block:

• Must match condition

• Weighted match condition

3. Specify the conditions that must evaluate to true for the case to be considered duplicate in the Must match condition. You can add multiple must match condition and use filter logic.

4. You can use weighted condition to find the potential duplicates. Specify weight for each condition and the overall weight should be greater than or equal to the threshold value or simply the pass mark.

Let's configure this in Case Designer

1. Open the case designer and go to Settings tab.

2. Click on Track Duplicates.

3. Scroll up and configure the Weighted Conditions and Must Match Conditions.

4. Go back to the Workflow tab, add a step and select Duplicate Search from Utilities / Automations.

5. We need to check if the case is duplicate after we collect the personal data. So drag and place the duplicate search as the second step.

6. Save the case and Check the 'RequestClaim' Flow. You can see that the 'Duplicate Search Cases' Shape is added automatically.

7. Let's test the case for Duplicate Search.

Create a case P-8 and enter all values and submit the case.

Create another case P-9 and enter similar values as P-8 and submit.

It will show that P-9 is a potential duplicate case with P-8. This assignment will list all the duplicate cases.

Technically Pega uses the flow 'pyDuplicateSearchCases' to search and display the duplicate cases.

Click on Resolve as Duplicate to resolve the case as a potentially Duplicate Case.

You will also have an option to continue the case without resolving the case as a Duplicate just in case you want to proceed with the case.

Happy Learning 😎