Find Duplicate case and close

Question

I shall appreciate ur help. Can anyone help me on this Requirement :
Requirement is :

1) Create a case with Subject line (User ) ----First Case

2) Create another case with Same Subject line [either by (Same user or different user )] .----Second Case

3)Now System should automatically identify it as a " Duplicate case and close the case " (i.e second case) .

4)Now the Case Comments of the Closed case (i.e second case) should be added to the existing case ( i.e first case) which is open.

trigger CaseTrigger on Case (before insert) {
        Set<String> caseSubs = new Set<String>();
        Set<Id> caseIds = new Set<Id>();
        List<Case> listCases = new List<Case>();
        List<CaseComment> listCaseComm = new List<CaseComment>();
        List<CaseComment> listInsertCaseComm = new List<CaseComment>();
        Map<String, Id> mapCasSubId = new Map<String, Id>();
       Map<Id, CaseComment> mapCaseIdCasComm = new Map<Id, CaseComment>();

        for(Case cas : trigger.new) {
            caseSubs.add(cas.Subject);
            caseIds.add(cas.Id);
        }

        listCases = [SELECT Id, Subject, Description FROM Case WHERE Subject IN : caseSubs AND Status = 'Closed'];


        if(listCases.size() > 0) {
            for(Case cas : listCases) {
                mapCasSubId.put(cas.Subject, cas.Id);
                caseIds.add(cas.Id);
            } 

           listCaseComm = [SELECT Id, CommentBody, ParentId FROM CaseComment WHERE ParentId IN : caseIds];       

            for(CaseComment casComm : listCaseComm) {
                mapCaseIdCasComm.put(casComm.ParentId, casComm);
            }                  

            for(Case cas : trigger.new) {
                if(mapCasSubId.containsKey(cas.Subject)) {
                   cas.Status = 'Closed';
                  listInsertCaseComm.add(new CaseComment(ParentId = cas.Id, CommentBody = mapCaseIdCasComm.get(mapCasSubId.get(cas.Subject)).CommentBody));
              }
           }

           if(listInsertCaseComm.size() > 0) {
                insert listInsertCaseComm;
           }
        }
}

Thanks in advance

Answer 1

This was a tricky one.

I've built a complex map, containing the Cases & related CaseComments for each Subject contained in trigger.New.

I've then taken the earliest open Case per subject & left that open, whilst closing all other Cases with that subject & moving their related CaseComments to the original Case.

I've commented the code, so have a read through & give it a try, and let me know how it goes.

    trigger CaseTrigger on Case (after insert) {

    Map<String, Map<Id, Map<Case, Map<Id, CaseComment>>>> subjectCaseCommentsMap = new Map<String, Map<Id, Map<Case, Map<Id, CaseComment>>>>();
    Map<String, Id> subjectOpenCaseId = new Map<String, Id>();
    Map<Id, Case> casesToUpdate = new Map<Id, Case>();
    List<CaseComment> commentsToInsert = new List<CaseComment>();

    // Gather the subjects
    for (Case c : trigger.New) {

        if (!subjectCaseCommentsMap.containsKey(c.Subject)) {

            subjectCaseCommentsMap.put(c.Subject, new Map<Id, Map<Case, Map<Id, CaseComment>>>());
        }
    }

    // Gather all Cases with those subjects & their related CaseComments
    for (Case c : [ SELECT
                        Id,
                        Subject,
                        Description,
                        (
                            SELECT
                                Id,
                                CommentBody,
                                ParentId
                            FROM
                                CaseComments
                        )
                    FROM
                        Case
                    WHERE
                        Subject IN :subjectCaseCommentsMap.keySet()
                    AND
                        IsClosed = FALSE
                    ORDER BY
                        CreatedDate ASC ]) {

        // Add this Case to the map
        if (!subjectCaseCommentsMap.get(c.Subject).keySet().contains(c.Id)) {

            subjectCaseCommentsMap.get(c.Subject).put(c.Id, new Map<Case, Map<Id, CaseComment>>());
        }

        subjectCaseCommentsMap.get(c.Subject).get(c.Id).put(c, new Map<Id, CaseComment>());

        // Take note of the first Case for each subject
        if (subjectOpenCaseId.get(c.Subject) == null) {

            subjectOpenCaseId.put(c.Subject, c.Id);
        }
        system.debug('Line 52: Found a Case ' + c.Subject + '. Related comments: ' + c.CaseComments);
        // Add related CaseComments to the map
        if (!c.CaseComments.isEmpty()) {

            for (CaseComment com : c.CaseComments) {

                subjectCaseCommentsMap.get(c.Subject).get(c.Id).get(c).put(com.Id, com);
            }
        }
    }

    // Now see if any of those Cases need to be closed
    for (String sub : subjectCaseCommentsMap.keySet()) {

        // Only proceed if there are duplicates of this subject
        if (subjectCaseCommentsMap.get(sub).size() > 1) {

            for (Id cId : subjectCaseCommentsMap.get(sub).keySet()) {

                for (Case c : subjectCaseCommentsMap.get(sub).get(cId).keySet()) {

                    // Is this Case the first Case for this subject?
                    if (subjectOpenCaseId.get(sub) == c.Id) {

                        // Do nothing, this is the first Case for this subject

                    } else {

                        // Close this Case, and clone the CaseComments
                        c.Status = 'Closed';

                        casesToUpdate.put(c.Id, c);
                        system.debug('Line 84: Closing Case ' + c.Subject + '. Related comments: ' + c.CaseComments);
                        for (CaseComment com : c.CaseComments) {

                            commentsToInsert.add(
                                new CaseComment(
                                    CommentBody = com.CommentBody,
                                    ParentId = subjectOpenCaseId.get(sub)
                                )
                            );
                        }
                    }
                }
            }
        }
    }
    system.debug('Line 99: casesToUpdate: ' + casesToUpdate);
    system.debug('Line 100: commentsToInsert: ' + commentsToInsert);
    if (!casesToUpdate.values().isEmpty()) {

        update casesToUpdate.values();
    }

    if (!commentsToInsert.isEmpty()) {

        insert commentsToInsert;
    }
}