Pega duplicate case search (Case management)

What is Duplicate's case search in pega?

When newly created case data fully or partially matches the existing case(s) data then we can mark it as a Duplicate case.  Based on some conditions we can say that the case data matches the existing cases.

For example, We have this Assistance Request application, existing cases already have Make, Model, Model Year, and Color values. When we create a new case for the "Assistance Request" case type if the new case values Make, Model, Color, and Model Year match with any of the existing cases we can mark it as a duplicate case and Resolve-Duplicate or Ignore and continue with a new case. we have these two options.

Duplicate case search in pega

Pega provides an automated shape to achieve duplicate case search that is "Search duplicate cases" shape. We can add it from Step-More-Automation-Search duplicate cases in the case life cycle. We can add it from the flow rule as well.

Pega duplicate case check

After selecting the shape, from right side panel properties we need to define matching criteria. It has two sets of conditions. 

1.     Basic condition
2.    Weighted condition

When the case enters this step pega uses Basic and weighted conditions defined on the shape to match with specific property values with cases already present in the system.

1. Basic condition

Pega first evaluates basic conditions when the case enters the "Search duplicate cases" step. The case must meet all basic conditions defined to qualify as a duplicate case.

When we click on the blue link "Add basic condition" pega displays a pop-up to enter the conditions.

2. Weighted Conditions

Once all basic conditions are met, pega continues to evaluate the weighted conditions to receive a weight value. In the "Weighted conditions sum at least" box enter threshold value. The Sum of all weighted conditions should be greater than or equal to this value. Each condition has a weight (between 1 and 100). Click on add weighted condition and enter Weight value and condition.

We have added basic and weighted conditions for the "Assistance Request" case type to search potentially duplicate cases. Let's create a case and see. In this scenario first, pega evaluates the basic condition, if satisfies it will evaluate Weighted conditions and display duplicate cases once the threshold value is met.

The system identified one duplicate case with the current case. Click on the "why is this shown here?" link to see the conditions.

All basic conditions are met and see the weighted conditions if the value is at least 50 or not.

In the weighted conditions, we have defined City, State, and street. Both City and State values are matched with existing case(A-1 and A-2) values. Pega displays A-3 as a duplicate of A-1 and A-2 provides two buttons to choose from.

1. Close this case as a duplicate - Pega will display "Duplicate with" drop-down and when to click on submit pega "Resolve-Duplicate" the current case (A-3).
2. Ignore and Continue - Pega ignores the duplicate case and continue to create a new case (A-3).

Resolved-Duplicate

Background process: pega is calling an activity @baseclass.pyDuplicateSearchCase to achieve this process.

Click to see the temporary case in pega

Click to see pega case locking