Identify Duplicate Incident

Mayur Patil2
Tera Expert

‎03-18-2024 04:03 AM

Hello developer ,

 

I need to understand how can I identify duplicate incident on short description field and can flag off the same incident.

 

Please help me.

 

Thank you

Mayur Patil

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-18-2024 04:09 AM

HI @Mayur Patil2 

 

Partially, it is not easy case, the reason begin if incident has been raised via Template or via suggestion still we can able to find out but if a gent log a incident and 2 argents put 2 different short description then tough to see the duplicate one. 

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Mark Manders
Mega Patron

‎03-18-2024 04:10 AM

Does this help: https://www.servicenow.com/community/developer-forum/how-to-restrict-creation-of-duplicate-incident-... ?

Or are you looking for similarity instead of 'the same'. Be aware: this solution checks on the exact same short description. It may be necessary to add extra conditions.


Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark
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Harish KM
Kilo Patron
Kilo Patron

‎03-18-2024 04:16 AM

Hi @Mayur Patil2 short description can vary , how do you determine exactly? Are you looking for same short description? Because when a user input email not working and email is not working are similar incidents with different short description In that case this would fail in identifying. You would need to define more criteria

Regards
Harish
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