Auto creation of problem tickets

[Mantautas]

Dear Community members,

We have a task to automate our problem management process. Our goal is to link similar several incidents to existing Problem record. Those several incidents would have similar patterns.

Question: Are there any possibilities in ServiceNow to automatically link similar incidents to existing Problem record? Those incident would have several things in common: 1. Same business_service name, and 2. Similar Description with same keywords (however description would not match fully for all incidents). 

Please share you experience and thoughts.

Regards,

Mantautas.

[Eshwar Reddy]

Hi,

Let me know if this works:

Create after BR -> 'Insert' or 'updated'

(function executeRule(current, previous) {
    var category = current.category.getDisplayValue();
    var subcategory = current.subcategory.getDisplayValue();

    var gr = new GlideRecord('incident');
    gr.addActiveQuery();
    gr.addQuery('category', category);
    gr.addQuery('subcategory', subcategory);
    gr.addQuery('sys_id', '!=', current.sys_id);
    gr.query();

    var similarIncidentCount = gr.getRowCount();
    var threshold = 3;

    if (similarIncidentCount >= threshold) {
        var problemGr = new GlideRecord('problem');
        problemGr.addQuery('category', category);
        problemGr.addQuery('subcategory', subcategory);
        problemGr.query();

        if (!problemGr.next()) {
            problemGr.initialize();
            problemGr.short_description = 'Multiple incidents with the same category and subcategory';
            problemGr.description = 'Multiple incidents with the same category and subcategory have been reported.';
            var problemSysId = problemGr.insert();

            if (problemSysId) {
                while (gr.next()) {
                    gr.problem_id = problemSysId;
                    gr.update();
                }
                gs.info('Problem ticket created: ' + problemSysId);
            } else {
                gs.error('Failed to create problem ticket');
            }
        }
    }
})(current, previous);

Regards,

Eshwar

[Mantautas]

Thank you Eshwar for this. I actually edited my original posting a bit.

This would be linking several similar incidents (having same business_service and having similar key words/patterns in decription) to problem record which can already exists. 

Regards,
Mantautas.

[Mani A]

@Mantautas 

After insert/Update BR

var bs= current.business_service;

if (bs) {

var gr = new GlideRecord('incident'); gr.addQuery('business_service', bs); gr.query();

While(gr.next()){

    var pGR = new GlideRecord('problem');

    pGR.addQuery('business_service', gr.business_service);

  pGR.query();   

    while (GR.next()) {

        var pDes = pGR.description.toString();

        var incDesc = gr.description.toString();

        var x= pDes.split(' ');

        var flag =false;

        for (var i = 0; i < x.length; i++) {

            if (incDesc.indexOf(x[i]) != -1) {

                flag= true;

                break;

            }

        }

        if (flag==true) {

            gr.problem_id= pGR.sys_id; 

            gr.update();

        }

    }

}