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Avoid redundant cases by detecting duplicates during email triaging

Suggest edit Updated on May 3, 2021

When you triage emails, you can avoid repetitive work because the system now detects related cases. Use the Compare view in the list of potential duplicates to verify whether duplicates exist for a received email case. You can also link related cases to an email triage case. This action ensures that related information that is received by email from any user is not repeated and is kept together in a single thread for an email triage case.

The system uses duplicate case logic to match existing cases with new ones. In addition, the system shows you a list of potential duplicates before it creates business cases. You can compare new information with the defined properties of an existing business case. From the Override case details section, you can see the most relevant case information.

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Duplicate cases screen

For more information, see Email triage.

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