Duplicate detection

When a service request is submitted, Graicx compares it against recent requests at the same site using several signals:

• Asset — whether the same asset is referenced.
• Room — whether the same room or area is involved.
• Location — whether the same floor, building, or location is mentioned.
• Service category — whether the requests share the same service area.
• Request text — whether the descriptions are similar.

The more complete the request data, the more accurately Graicx can assess similarity. A request with a specific room and asset provides more reliable matching than a request with only a building-level location.

The match threshold controls how similar two requests must be before Graicx considers them potential duplicates.

• Automatic — Graicx chooses the strictness based on the available signals. When more detail is present, such as a specific room and asset, Graicx applies a stricter threshold. When only building-level data is available, it is more lenient.
• Manual — set a percentage value to control strictness directly. Higher values require a stronger match and produce fewer duplicate flags. Lower values are more lenient and produce more flags.

For example: two heating requests for the same room are more likely to match than two generic heating requests in the same building but on different floors.

Leave the threshold unset to use automatic matching. Configure a manual value in workflow policies.

• Only requests created within the configured number of days are checked for duplicates.
• The platform default is 14 days.
• You can set a shorter or longer window at account, client, or site level via workflow policies.
• A shorter window is useful for sites with recurring faults where past requests should not be considered. A longer window helps catch faults that take time to resolve and reappear.

• Flag for review — the request is sent to manual review where an admin can inspect the candidate match and decide whether to merge or dismiss.
• Auto-merge — matching requests are merged automatically without a manual review step.

When a request is flagged as a potential duplicate and sent to review, the admin sees:

• The candidate request that triggered the duplicate flag.
• The signals that contributed to the match, such as same room, same asset, or similar text.
• Options to merge the two requests or dismiss the duplicate flag and continue processing.

• All duplicate detection settings are managed in workflow policies.
• Duplicate detection can be enabled or disabled at account, client, or site level.
• The match threshold, lookback window, and duplicate action can each be overridden independently at any scope.