How to: Handle Duplicate Requests

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2 comments

  • Mark Krosse

    This is confusing; and may be opposite to what the client needs and what the mentor needs.  And may have unintended consequences.

    Does this apply only to existing Cases which have not yet been mentored? What if the original Case has 5 sessions already, from 11 months ago; and the new request is on an entirely different issue?

    A subsequent Case usually has new information; especially the longer the time gap between the two requests. Engage autoprocessing a new request as Complete will bury the new information - most volunteers don't think about reading each "Complete" Case or don;t know how

    Also, this process is dependant on the CIC deliberately (but often inadvertently) assigning a new Case to the same mentor.

    The DUP issue with ENGAGE is  it is not spotting & marking cases as "possible duplicate" for CIC eg, same client name but different email address;  or same email address but different phone number - or same phone number entered in different format by client

    What is a "duplicate" depends on what the client is requesting; and also the time gap between the MRE/Cases

    It is good that ENGAGE/score.org blocks entry of additional request for 24 hours by same email address.

     

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  • Mark Krosse

    submitted Enhancement request to set the POTENTIAL_DUPLICATE field to allow filtering for Custom Reports for CIC

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