How to restrict creation of duplicate incident based on the short decscription?

[jugantanayak]

Hi,

I have a requirement to restrict(Stop) the creation of duplicate incident based on the short description.

And the incidents are getting created from 3rd party integration.

Can anyone please help ?

Best Regards,

Juganta

[Maddysunil]

@jugantanayak 

I think you can before insert business rule on incident table , below is the code :

(function executeRule(current, previous /*null when async*/) {

    // Check if the current operation is an insert (i.e., a new incident is being created)
    if (current.operation() == 'insert') {
        // Get the short description of the current incident
        var shortDescription = current.short_description;

        // Create a GlideRecord query to check for existing incidents with the same short description
        var incidentGr = new GlideRecord('incident');
        incidentGr.addQuery('short_description', shortDescription);
        incidentGr.query();

        // If an incident with the same short description already exists, cancel the creation process
        if (incidentGr.next()) {
            gs.addErrorMessage("An incident with the same short description already exists. Please check and try again.");
            current.setAbortAction(true); // Stop the creation process
        }
    }

})(current, previous);

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

Thanks

[Simran Gadodiya]

Hi @jugantanayak 

Hope this helps you. If this helps you accept the solution and mark it as helpful.

Create a before Business Rule in the incident table. and make it run only on insert

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);
}

Thanks

[Amit Gujarathi]

HI @jugantanayak ,
I trust you are doing great.
First, create a Script Include that will contain the logic to check for existing incidents with the same short description

// DuplicateIncidentChecker.js
var DuplicateIncidentChecker = Class.create();
DuplicateIncidentChecker.prototype = {
    initialize: function() {},

    // Check if a duplicate incident exists based on short description
    isDuplicateIncident: function(shortDescription) {
        var incidentGr = new GlideRecord('incident');
        incidentGr.addQuery('short_description', shortDescription);
        incidentGr.query();
        return incidentGr.hasNext(); // Returns true if a duplicate incident is found
    },

    type: 'DuplicateIncidentChecker'
};

Create a onBefore Business Rule with below code :

(function executeRule(current, previous /*null when async*/) {

    var shortDescription = current.short_description;
    var duplicateChecker = new DuplicateIncidentChecker();

    if (duplicateChecker.isDuplicateIncident(shortDescription)) {
        gs.addErrorMessage('Duplicate incident with the same short description already exists. Please check.');
        // Cancel the creation of the duplicate incident
        current.setAbortAction(true);
    }

})(current, previous);