How to exclude additional prefixes from Subject Conversation when detecting duplicates

Case Merge Premium includes a formula field called 'Subject Conversation' that contains a shortened version of the original subject, excluding certain words like Fwd:, Re:,  [Email Loop Protection], and [External].  This allows cases with subjects from email that have been forwarded (FW:) or replied (RE:) to match as duplicates. However, this field doesn't include translations of these prefixes, such as RES:.  You can expand on this functionality by creating a similar custom field and including it in your Case Merge Premium duplicate criteria.

  • Apr 18, 2025
  • Knowledge

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https://kb.vicasso.com/?kb=000004981
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Open the packaged 'Subject Conversation' field on the Case object and copy the formula: https://app.screencast.com/W0cE1DMjJJRpe

Create your own custom Formula(Text) field and paste in the formula from the 'Subject Conversation' field.

After the last SUBSTITUTE(, add in one more for each additional phrase you are going to add.

Before"[Email Loop Protection]", insert "YOUR CUSTOM PREFIX", "")  https://app.screencast.com/TDOnkKgpN2v4C

Please note that this formula field is not case-sensitive but punctuation-sensitive. If brackets or colons are included, they must be present in the subject line with the prefix for it to be removed.  For example, "[External]" would be removed, but "External" would not. Also, when accounting for multiple iterations of the same text string with and without special characters, ensure to place them in order from most to least specific (for example, "[EXTERNAL:]", "EXTERNAL:", "EXTERNAL").

Finally, add a condition to your Case Merge Premium Duplicate Criteria to include your custom field, 'equals', and check the 'Use Case Value' box. https://app.screencast.com/jQOzh6hXLPF1R

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How to exclude additional prefixes from Subject Conversation when detecting duplicates
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