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Comparing Date & Date/Time fields when searching for duplicate cases

Summary

You are using Case Merge Premium to detect duplicate cases, and would like to use Date & Date/Time fields as part of your default search criteria. For example, perhaps you're looking narrow down your duplicate results to cases created on the same date or within a specific time range and would like to use the "TODAY()" and "LAST 7 DAYS" functions provided by Salesforce.

Details

At this time, Case Merge Premium does not support the use of date functions such as "TODAY()" and "LAST 7 DAYS" when configuring the default duplicate criteria. Administrators attempting to use these functions will encounter the following error:

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In this particular example, we're trying to exclude closed cases from duplicate results, with the exception of those closed within the last 7 days.

While date functions such as LAST 7 DAYS is not supported, a formula checkbox field can be created on the Case to capture this information and then used within the duplicate criteria. Implementation instructions can be found below.

Creating the Checkbox Formula Field
  • For Lightning Experience users, Navigate to Setup | Object Manager | Case | Fields and Relationships | New.
  • For Salesforce Classic users, Navigate to Setup | Customize | Cases | Fields and Relationships | New.
    • Select Formula as the Data Type and click Next.
    • Provide a name for your field such as "Closed in Last 7 Days", select Checkbox as the Formula Return Type and click Next.
    • For the Formula, please specify the following:
      • (TODAY() - DATEVALUE(ClosedDate)) <= 7
    • Click Next and proceed the remaining steps regarding Field Level Security & Page Layouts.
Adjusting your Duplicate Criteria
  • Navigate to the Case Merge Premium Settings tab and select the Search Page tab.
  • Under the Duplicate Criteria section, click the link to open up the configuration page.
  • Remove the ClosedDate field from your criteria, select the field created in the prior steps.
  • Set the Operator to "equals" and the value to "TRUE".

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Please note, this KB article is provided as-is. Customization in regards to the creation of custom fields is not supported under the scope of support provided with the Case Merge Premium application. For further assistance, please contact your Salesforce administrator, Salesforce implementation partner, or your Internet Creations Account Executive to inquire about professional services.

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