prevent duplicate incident creation by same user

[Jeff Edwards1]

We would like to prevent VA from creating duplicate incidents if a user reports the same issue they previously reported; and which is still active.  VA should allow a user to enter an Issue description and it should let the user know if they have an active incident already open to track the issue. We would like to avoid creation of duplicate incidents and help users to reuse an active incident until it is closed.

We are trying to use the Similarity PI on Incident table to predict if the issue is already reported by the same user recently and if the incident is active. However, Similarity PI requires us to create a new (duplicate) Incident before we can look for similarities.

Does anyone know of a way to prevent creating duplicate incidents by the same user?

[Siddhesh Gawade]

Hello @Jeff Edwards1 ,

Is there any same field or value that is present on duplicate incident that can define the duplicates, if yes then you can write a script to avoid this issue and give info to use before creating record and prevent it.

[Jeff Edwards1]

we'd like to prevent creating another incident altogether
the only definite same field value would be the Caller

say Sally Smith has already reported an issue with email; an INCident was opened for Caller: Sally Smith with a Short description: Outlook is taking a long time to start up

later, Sally Smith comes back to VA and reports an issue, "starting Outlook takes too long"

we'd like to prevent creating another INCident for Sally

when asking for a Short description using the conversational interface of VA, the Short descriptions my not always be identical

how can we use "starting Outlook takes too long" and identify the previous INCident?

ideally, if it looks like a user is reporting the same issue, we'd like VA to offer them an opportunity to add a comment to an existing INCident, raise the priority, or re-open the ticket

so far, we have needed to create a new INCident in order to run a Similarity PI on Incident table to identify exisiting INCidents

[Mark Roethof]

Hi there,

Based on your input, you could add a simple query if there is an active incident for that caller_id and perhaps short description contains something (or a different filter). Decision, if no match follow same path, if 1 or more matches follow new different path in your topic.

Kind regards,
Mark