Incident Management - Auto Resolution based on user input

[sondhal]

When a user submits an Incident via a Record Producer, the system should analyze the user’s input, identify the best-matching keywords, and retrieve the corresponding predefined resolution steps from a custom table. These resolution steps should then be added to the Incident’s Additional comments so the user can see recommended actions and proceed accordingly.

Please suggest a solution approach for this.

[pr8172510]

Hi sondhal,

1. Recommended approach → Keyword-based lookup (simple & effective)

Instead of heavy NLP/AI, start with:

• Create a custom table (e.g. u_incident_resolution_map)
  Fields:
• Keywords (text)
• Resolution steps (HTML/Text)
• Category/Subcategory (optional for better accuracy)

---

2. Capture user input from Record Producer

From Record Producer:

• Use fields like:
  • Short description
  • Description

 Pass these values to the Incident (standard behavior)

---

3. Match keywords (core logic)

Use a Business Rule (after insert) OR Flow Designer

Logic:

• Take user input (description)
• Compare with keywords table

Example (simple approach):

var gr = new GlideRecord('u_incident_resolution_map');
gr.query();

while (gr.next()) {
if (current.description.toLowerCase().includes(gr.u_keywords.toLowerCase())) {
current.comments = "Suggested Resolution:\n" + gr.u_resolution_steps;
break;
}
}

You can enhance with:

• Multiple matches
• Priority ranking

---

4. Populate Additional Comments

• Use:
  • comments (Additional comments)

So user sees suggestion immediately after creation

---

5. Optional → Improve accuracy

You can enhance later with:

• Category-based filtering
• Multiple keyword matching
• Scoring logic

---

6. Alternative (if using Virtual Agent / AI)

If your instance has:

• Virtual Agent
• Predictive Intelligence

Then you can:

• Use similarity matching / classification

But for most cases:
 Keyword-based solution works well and is easy to maintain

[sondhal]

Thank you @pr8172510 , Thanks for your quick response. I will review this and let you know if it works.

[abirakundu23]

Hi @sondhal ,

You can follow any of them as per system set up. If you have Predictive Intelligence in your customer instance go by Step1 or else Step 2.

Step 1: Predictive Intelligence -> Similarity ->  Solution, Create own similarity solution as per incident's input. Attached screenshot as your references, you have to follows.

After that you can write Server side script to set in Incident's comment.

Step 2 : You can simply go by the custom script logic. Create BR on incident table , put trigger condition and query the  "custom table", iteratively check rows and check if any keyword from "u_keyword_search" exists in the description using .indexOf() after that post the matching keyword to Additional comments. In your custom table keyword save like "u_keyword_search"  field.

Please mark helpful and correct answer if it's worthy for you.

[sondhal]

Thank you @abirakundu23 , Thank you for your quick response. I will review this and let you know if it works.