Discard incident creation from the blacklisted words

[shivaadapa]

Hi

How can i achieve this "discard incident creation from the blacklisted words"?

[Community Alums]

Hi @shivaadapa ,

Unfortunately NO!!

[Sohail Khilji]

Hi @shivaadapa ,

This is a very rare use case and servicenow do not have any OOTB module to manage blacklisting of words on any tables i belive... 

Hence you can try someting like below to attain it using business rule :

When to run : before insert, update

if (current.search_term.toLowerCase().indexOf('pooh') > -1 ||
current.search_term.toLowerCase().indexOf('badword2') > -1 ||
current.search_term.toLowerCase().indexOf('badword2') > -1)
{
   current.setAbortAction(true);
}

Let me know if it helps you or your exepecting a diffrent result...

[shivaadapa]

Hi @Sohail Khilji 

could you please help me that how can i achieve this "Keyword based Assignment group routing"?

[Sohail Khilji · Accepted solution]

 @shivaadapa,

do you need it via Inbound email or its on Incident creation from other source ?

If its other source then you have any approches for auto ticket assignment:

1. You can make use of Assignment Lookup 

2. data lookup.

3. custom business rule solution, etc..

Here in your case, you need to create logics using business rules for 'keyword based' and set the assignement group on incident insertion.

example : (Lets say if your INC has keyword 'Servicenow' in short description)

You can create a BR as before insert.

if (current.short_description..toLowerCase().indexOf('servicenow') = -1;){

current.assignment_group = 'sys_id of group'

}