Incident Management - Auto Resolution based on user input

sondhal
Tera Contributor

yesterday

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.

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1 REPLY 1

pr8172510
Kilo Guru

16m ago

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

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