Need to find the similar incidents based on short description or configurtion item.

sai9845 · 3 weeks ago

Need to find the similar incidents based on short description or configurtion item. If found the similar incidents create a problem ticket with those incidents numbers and ci value. And attach the incidents and ci's in the related list of the problem ticket. And need to create a schelude on weekly basis to avoid duplication of problem ticket creation. This is the use case for creation of Agentic AI. Pls help me how to achive this.

UmesH77 · 2 weeks ago

(function execute(inputs, outputs) {

    // ----------------------------
    // 1. Read primary incident NUMBER
    // ----------------------------
    var primaryNumber = String(inputs.primary_incident_sys_id || '');
    if (!primaryNumber) {
        outputs.status = "error";
        outputs.message = "Primary incident number missing.";
        return;
    }

    // ----------------------------
    // 2. Parse similar incidents (STRING → ARRAY)
    // ----------------------------
    var numbers = [];
    var similar = inputs.similar_incident_sys_ids;

    if (typeof similar === 'string') {
        try {
            similar = JSON.parse(similar);
        } catch (e) {
            similar = [];
        }
    }

    if (Array.isArray(similar)) {
        for (var i = 0; i < similar.length; i++) {
            if (similar[i].recordNumber)
                numbers.push(String(similar[i].recordNumber));
        }
    }

    if (numbers.indexOf(primaryNumber) === -1)
        numbers.push(primaryNumber);

    if (!numbers.length) {
        outputs.status = "error";
        outputs.message = "No incidents provided.";
        return;
    }

    // ----------------------------
    // 3. Get PRIMARY incident
    // ----------------------------
    var primaryInc = new GlideRecord('incident');
    if (!primaryInc.get('number', primaryNumber)) {
        outputs.status = "error";
        outputs.message = "Primary incident not found.";
        return;
    }

    var shortDesc = String(primaryInc.short_description);

    // ----------------------------
    // 4. Find existing Problem by short_description
    // ----------------------------
    var chosenProblemId = "";
    var chosenProblemNumber = "";
    var isNew = false;

    var prbGR = new GlideRecord('problem');
    prbGR.addQuery('short_description', shortDesc);
    prbGR.orderByDesc('sys_created_on');
    prbGR.setLimit(1);
    prbGR.query();

    if (prbGR.next()) {
        chosenProblemId = prbGR.getUniqueValue();
        chosenProblemNumber = String(prbGR.number);
    }

    // ----------------------------
    // 5. Create Problem if NOT found
    // ----------------------------
    if (!chosenProblemId) {
        var newPrb = new GlideRecord('problem');
        newPrb.initialize();
        newPrb.short_description = shortDesc;
        newPrb.description =
            "Auto-created from Virtual Agent\n\n" +
            "Primary Incident: " + primaryNumber + "\n\n" +
            "Related Incidents:\n" + numbers.join("\n");

        newPrb.cmdb_ci = primaryInc.cmdb_ci;
        newPrb.priority = primaryInc.priority;

        chosenProblemId = newPrb.insert();
        chosenProblemNumber = String(newPrb.number);
        isNew = true;
    }

    // ----------------------------
    // 6. Attach ALL incidents
    // ----------------------------
    var linkedNumbers = [];

    var incGR = new GlideRecord('incident');
    incGR.addQuery('number', 'IN', numbers.join(','));
    incGR.query();

    while (incGR.next()) {
        incGR.problem_id = chosenProblemId;
        incGR.update();
        linkedNumbers.push(String(incGR.number));
    }

    // ----------------------------
    // 7. Outputs
    // ----------------------------
    outputs.problem_number = chosenProblemNumber;
    outputs.problem_sys_id = chosenProblemId;
    outputs.is_new_problem = isNew;
    outputs.incidents_linked = linkedNumbers;
    outputs.status = "success";
    if (isNew) {
    outputs.message =
        "A new Problem " + chosenProblemNumber +
        " has been created and all related incidents have been successfully linked.";
} else {
    outputs.message =
        "Similar incidents have been successfully associated with existing Problem " +
        chosenProblemNumber + ".";
}
})(inputs, outputs);

use this script as a flow action , it will all similar incident to prb

View solution in original post

UmesH77 · 3 weeks ago

Hello @sai9845 ,

1. Use
• Virtual Agent / Now Assist Panel triggers automation

2. Similarity Engine (OOTB Subflow – Get Similar Records)
• Retrieves primary Incident
• Matches by CI, category, and short description
• Returns similar active Incidents

3. Processing Layer (Custom Flow Action)
• Checks for existing Problem
• Creates new Problem if required
• Links all matched Incidents using problem_id

4. Output Layer
• Problem updated/created
• Incidents attached
• Status returned to user

Virtual Agent → Similarity Subflow → Attach Action → Problem record → Linked Incidents

I am already doing this use case , ping me if you want to more help.

Regards,

Umesh

sai9845 · 3 weeks ago

How can I connect with you

sai9845 · 3 weeks ago

How Can I reach you.

sai9845 · 3 weeks ago

Need more help on this umesh. How can I reach you.