A company often receives multiple IT tickets for the same issue, such as ''the office Wi-Fi is down.You configure Search duplicate cases step to…

When configuring the "Search duplicate cases" step in a Pega application, especially for IT ticketing

systems, the primary aim is to identify multiple tickets raised for the same underlying issue. The

most straightforward and effective criterion for identifying duplicates in this context is the issue type,

such as "the office Wi-Fi is down."

B . Issue type is same: This option targets the core reason behind the creation of a ticket. Since

multiple individuals can report the same issue from various departments or locations, filtering by the

issue type ensures that all reports concerning a single problem (e.g., Wi-Fi outage) are identified as

duplicates. This approach helps in consolidating the efforts to address and resolve the issue

efficiently, avoiding redundant work.

Filtering by the name of the submitter, department, or office location (Options A, C, and D) might

miss duplicates reported by different users or from different areas, making "Issue type is same" the

most logical and effective criterion for identifying duplicates in IT ticketing scenarios.

Reference: Pega's official documentation on case management and the "Search duplicate cases" step

provides guidance on setting up duplicate search criteria based on the specific needs of the

application, emphasizing the importance of choosing criteria that accurately reflect the nature of the

duplicates being targeted.