Incident duplicado / similar

[tiagomacul]

Symptoms

Como Identificar incidentes "duplicados" e/ou similares 

Quando um incidente ocorre, é útil rever detalhes para identificar incidentes similares ocorridos no passado para determinar a resolução ou prever uma abertura de um novo incidente.

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How to identify "duplicate" and/or similar incidents

When an incident occurs, it is helpful to review details to identify similar incidents that occurred in the past to determine resolution or anticipate a new incident opening.

Diagnosis

O ServiceNow possui funcionalidades nativas que nos apoiam a mitigar este procedimento por exemplo Contextual Search

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ServiceNow has native features that help us mitigate this procedure, for example Contextual Search

Solution

01. Use "Contextual Search" with "Related Search Results" 

AND will show for us

 A script solution purposed 

var incGr=new GlideRecord('incident');

incGr.addActiveQuery();

incGr.addQuery('sys_created_by',current.sys_created_by);

incGr.addQuery('opened_by',current.opened_by);

incGr.addQuery(' description', 'LIKE',current.description);

incGr.addQuery('short_description','LIKE',current.short_description);

incGr.query();

if(incGr.next()){
gs.addErrorMessage('Possible duplicate incident detected : ' +incGr.number);

current.setAbortAction(true);
}

By  Thameem Ansari

Uma explicação em video em inglês

Know more

Suggest relevant Incidents for an Incident

KB0953134 - Incidents appear to be duplicated with different numbers but a lot of the same informati...

problem contextual search