CASE CHG-52940-19-301496:

New functionality is implemented in the Client console (ASMSCustomer) and Specialist (ASMSSpecialist), in which the existence of duplicate cases that have been created for a customer in a certain project will be automatically detected.

The configuration of this new functionality is done in the Administration console (ASMSAdministrator); This configuration is carried out at the level of project and type of case, it will consist of filling out the time that will be used as a reference to detect duplicate cases.

Criteria for validating duplicate cases

When registering a new case, the tool validates that the following elements are the same, to confirm the element as duplicate or not:

• Project.
• Type of case.
• Service.
• Category.
• Customer.
• Affair.
• Time configured in the administration console (Taken into account by seconds).

Options when having duplicate cases

If there are one or more cases that match each of the criteria, the user is informed, indicating the list of cases found as possible duplicates.

The user will have the options to add a public note for all the cases in the list or continue with the creation of the new case.