[NF] - Duplicate case alert while creating a case

 

 

The following describes a functionality that is implemented in the system.

 

User Story ID	14778
User Story Name	Duplicate case alert while creating a case
Overview	While creating a case, the system now checks whether the same customer already has an active case with the same Category and Subcategory. If it does, a yellow notification bar appears at the top of the form with the existing case number, so the agent can review it before creating a second one. The alert is purely informative and never blocks saving.
How to Use it	Start creating a new case. Fill in Customer, Category and Subcategory. The check runs once all three are set. If a yellow bar appears, note the case number it shows and review that case before continuing. If it is the same issue, add the information to the existing case instead of creating a new one. If it is a different issue, simply keep going and save. The alert never prevents you from saving. Change any of the three fields and the alert disappears automatically when there is no longer a match.