Highlight on Saved Case Search using the Last Message Date as the criteria duplicates the Results

The reason why duplicate results are showing up is because the Highlighting filter references to the Messages sublist of the Case. Since Messages is a sublist and may contain more than 1 message. Adding the filter Most Recent Message, Message Date or any other fields relating to the Message record cause the results to duplicate.

Example:

Case001 has 2 messages, 1 is dated June 2013 and the other message was from March 2012. Since only 1 of the message matched the criteria for the highlight. Then it would need to return the duplicate result with the 1st message as highlighted and the second as not.

The solution to prevent the duplicate results from showing is to highlight from the Highlight if... (Summary) subtab.

Follow the steps below:
1. Modify the Saved Case Search.
2. On the Results tab set the Summary Type to Group for all the column fields.
3. Navigate to the Highlighting tab.
4. Remove all conditions on the Highlight if subtab.
5. Navigate to the Highlight if... (Summary) subtab.
6. Click the Set Filters icon under the CONDITION column.
7. In the Saved Case Search window:

• SUMMARY TYPE > select Maximum
• FIELD > select Last Message Date > set desired date range
• Click Set

8. Save & Run.