# Duplicate Merge

## Auto Remediation Threshold

Define the score threshold above which duplicate cases are automatically processed.

## Auto Remediation

Defines how duplicate cases are automatically handled once they reach the configured Auto Remediation threshold score. You can choose between several modes:

* **None** – No automatic action is taken. Duplicates are only flagged.
* **Auto** – The system decides the most appropriate action (merge or assign parent) based on your configuration.
* **Merge** – Duplicates are automatically merged.

{% hint style="warning" %}
Delpha applies the merge behavior defined on Salesforce Setup. 

Service Setup > Process Automation > Case Merge

![](/files/pvTKsKheRgR9FchE2OZB)

{% endhint %}

* **Assign Parent** – The duplicate is automatically linked to an existing parent case.

{% hint style="warning" %}
The **Master case** is always the **oldest** case, which may be either Open (still in progress) or Closed.

* If the Master case is **Open**, you can choose to either **merge** the two cases or **assign the Master as the parent** of the new case.
* If the Master case is **Closed**, Salesforce only allows the **Assign Parent** option.

When **Auto** is selected, Delpha automatically merges the new case if the Master is Open, and re-parents it when the Master is Closed.
{% endhint %}

## Child Case Status

Child Case Status lets you define what status the duplicate (child) case should take after a merge or parent assignment.

* Possible values include **New**, **Working**, **Escalate**, or **Closed**.
* This ensures that all child cases follow a consistent lifecycle once they are processed, avoiding conflicting or outdated statuses.

In short: it standardizes the post-processing state of duplicate cases, keeping your case management clean and predictable.

## Assign Parent / Merge Options

**Assign Parent / Merge Options** let you control which fields are copied from the Master case to the Child case after a merge or parent assignment.

* You can select up to **5 fields**.
* This ensures important information (e.g., **OwnerId**, priority, category) is consistently inherited by the Child case.
* It helps maintain data quality and consistency across merged or linked cases.

In short: this option defines which Master case details should overwrite or update the Child case after remediation.

## Duplicate attachments

This option automatically removes duplicate attachments when using the email-to-case functionality. It prevents the same file from being stored multiple times across redundant cases, reducing clutter and saving storage space while keeping case records clean.

In short: it ensures only unique attachments are retained in cases created from emails.

{% hint style="warning" %}
The analysis is based on both the attachment’s name and its size, and only exact matches are considered duplicates.
{% endhint %}


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