show similar tickets

[renatajoggi]

Hi,

We have the problem that different agents are searching for the same cause. Because several incidents come in and are assigned to different agents. 

Is there a way to show the similar tickets in a dashboard or similar? maybe even with machine learning or KI?

I think of something variable like
Search if 2 or more words (nouns) are the same in
Description
short description
Category

Then group them and display it

Thanks for helping.

Renata

[Mohith Devatte · Accepted solution]

@renatajoggi ,

so for that we need script like we need to preform search of short description and description and then take all those and then show it in report 

but scripting is not possible in normal reporting we have to do it via PA where in the automated indicator you can tag your PA script