Merge branch 'ServiceNowDevProgram:main' into Number-validation-script

Author: SachinNarayanasamy

Server-Side Components/Background Scripts/Find Similar Tickets/README.md

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+This script identifies tickets similar to a given ticket in ServiceNow based on text similarity of short_description and description fields, optionally boosting the score for matching categories or assignment groups. It is intended for background script execution for testing, analysis, or automation purposes.
+
+**Features:**
+1) Compares a source ticket against other tickets in the same table (incident by default).
+2) Computes Jaccard similarity between tokenized text fields.
+3) Applies bonus points for matching category and assignment_group.
+4) Returns a sorted list of similar tickets with score, number, caller_id and short_description.
+5) Supports top N results and a minimum score filter.
+
+
+**Usage:**
+1) Paste the script in scripts-background.
+2) Make changes to the sys_id of your ticket in line no. 3
+3) click run to get an output as below
+
+**Output:**
+ *   *** Script: === Similar Tickets to: INC0010005 === 
+ *   *** Script: INC0010006 | Score: 1.08 | undefined | Sai Test INC0008112
+ *   *** Script: INC0010004 | Score: 0.58 | undefined | Sai Test INC0009005
+ *   *** Script: INC0009009 | Score: 0.161 | undefined | Unable to access the shared folder.test
+ *   *** Script: INC0008001 | Score: 0.08 | undefined | ATF:TEST2
+ *   *** Script: INC0000020 | Score: 0.08 | undefined | I need a replacement iPhone, please
+ *   *** Script: INC0000031 | Score: 0.08 | undefined | Need help with Remedy. Can we configure UI?
+ *   *** Script: INC0000040 | Score: 0.08 | undefined | JavaScript error on hiring page of corporate website
+ *   *** Script: INC0010002 | Score: 0.08 | undefined | 
+ *   *** Script: INC0000057 | Score: 0.08 | undefined | Performance problems with wifi
+ *   *** Script: INC0010003 | Score: 0.08 | undefined | 
+
+**Explanation of the output:**
+1) First Line contains the ticket which you have provided as a sys_id.
+2) Next lines contains the ticket which contain ticket no. | score | caller_id | short_description.
+3) If you keenly observe there are few tickets that do not have similar short description / description with scores as 0.08 but still in output the reason for this is their category and assignment group still matches with the compared ticket.

Server-Side Components/Background Scripts/Find Similar Tickets/findSimilarTickets.js

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+(function() {
+  var table = 'incident'; //can be used for other tickets as well
+  var sourceSysId = 'f4755b82c3203210348bbd33e40131cb'; // sys_id of the ticket which is used to find similar tickets
+  var limit = 10; // top N results
+  var minScore = 0.05;
+
+  function tokensFromText(text) {
+    if (!text) return [];
+    text = text.toLowerCase().replace(/[^a-z0-9\s]/g, ' ');
+    var raw = text.split(/\s+/);
+    var stop = {
+      'the':1,'and':1,'for':1,'with':1,'that':1,'this':1,'from':1,'have':1,'has':1,'was':1,'were':1,
+      'a':1,'an':1,'is':1,'in':1,'on':1,'of':1,'to':1,'it':1,'as':1,'by':1,'be':1,'are':1
+    };
+    var map = {};
+    for (var i=0;i<raw.length;i++) {
+      var t = raw[i].trim();
+      if (!t || t.length<3 || stop[t]) continue; // skip very short tokens
+      t = t.replace(/(ing|ed|s)$/,'');
+      map[t] = (map[t]||0)+1;
+    }
+    return Object.keys(map);
+  }
+
+  function jaccardScore(tokensA, tokensB) {
+    var setA={}, setB={};
+    tokensA.forEach(function(t){setA[t]=1;});
+    tokensB.forEach(function(t){setB[t]=1;});
+    var inter=0, uni=0;
+    for (var t in setA){ if(setB[t]) inter++; uni++; }
+    for (var t2 in setB){ if(!setA[t2]) uni++; }
+    return uni===0 ? 0 : inter/uni;
+  }
+
+  // Get source record
+  var src = new GlideRecord(table);
+  if (!src.get(sourceSysId)) {
+    gs.error("Source record not found");
+    return;
+  }
+
+  var sourceText = [src.short_description, src.description].join(" ");
+  var sourceTokens = tokensFromText(sourceText);
+  if (sourceTokens.length === 0) {
+    gs.print("No meaningful text to compare");
+    return;
+  }
+
+  // Find candidate incidents
+  var gr = new GlideRecord(table);
+  gr.addActiveQuery();
+  gr.addQuery('sys_id','!=',sourceSysId);
+  gr.setLimit(300);
+  gr.query();
+
+  var results = [];
+  while (gr.next()) {
+    var candidateText = [gr.short_description, gr.description].join(" ");
+    var candidateTokens = tokensFromText(candidateText);
+    var score = jaccardScore(sourceTokens, candidateTokens);
+
+    if (src.category == gr.category) score += 0.05;
+    if (src.assignment_group == gr.assignment_group) score += 0.03;
+
+    if (score >= minScore) {
+      results.push({
+        number: gr.number.toString(),
+        short_description: gr.short_description.toString(),
+        score: parseFloat(score.toFixed(3))
+      });
+    }
+  }
+
+  results.sort(function(a,b){return b.score - a.score;});
+
+  // Print top results
+  gs.print("=== Similar Tickets to: " + src.number + " ===");
+  results.slice(0, limit).forEach(function(r) {
+    gs.print(r.number + " | Score: " + r.score + " | " + r.caller_id + " | " + r.short_description);
+  });
+
+})();

Server-Side Components/Business Rule/User Impersonation Activity Logger/README.md

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+# User Impersonation Activity Logger
+
+A ServiceNow server-side utility that automatically creates a log when an action is performed under impersonation, helping distinguish between admin-added and user-added notes.
+
+# Challenge
+
+The challenge lies in distinguishing between actions performed by administrators impersonating users and those performed by the users themselves. Without a reliable way to track impersonation activity, it becomes difficult to ensure transparency and accountability in ticket histories. This lack of clarity can lead to confusion during audits, misinterpretation of updates, and potential compliance risks. Addressing this issue is critical to maintaining trust and operational efficiency.
+
+## Description
+
+This script identifies if the current user session is under impersonation (e.g., an admin impersonating another user).  
+If true, it automatically appends a message in the **Logs** indicating that the note was added during impersonation.  
+This improves auditability and clarity when reviewing ticket histories.
+
+## Functionality
+
+The User Impersonation Activity Logger provides the following capabilities:
+- Detects if the current user is impersonating another user
+- Automatically appends a log message stating the impersonation context
+- Works in **Business Rule** and Global Scoped Tables
+- Logs both actual user and impersonated user details
+- Provides clear distinction for audit and tracking
+
+## Usage Instructions
+
+### Add as Business Rule
+
+```javascript
+// When: before update
+// Table: incident 
+// Script:
+(function executeRule(current, previous /*null when async*/) {
+  if (new GlideImpersonate().isImpersonating()) { // Check if the user is impersonating
+    if (current.comments.changes() || current.work_notes.changes()) { // Check if comments or work notes have changed
+      let actualUserName = gs.getImpersonatingUserDisplayName();
+      let impersonatedUserName = gs.getUserDisplayName();
+        let logMessage = `User Impersonation Activity Detected:
+        Timestamp : ${ new GlideDateTime()}
+        Actual User: ${actualUserName}
+        Impersonated User: ${impersonatedUserName}
+        Comments added: ${current.comments || 'NA'}
+        Work Notes added: ${current.work_notes || 'NA'}`;
+        gs.info(logMessage);
+    }
+  }
+})(current, previous);
+```
+
+
+## Prerequisites
+
+- Need admin access to check the impersonation logs later
+
+
+## Dependencies
+
+- GlideSystem API
+- GlideImpersonate API
+- gs.getSession()
+- GlideDateTime() API
+
+
+## Category
+
+Server-Side Components / Business Rules / User Impersonation Activity Logger
+
+## Hacktoberfest 2025
+
+Created as first Contribution for ServiceNow Hacktoberfest 2025 🎃
+
+## License
+
+MIT License

Server-Side Components/Business Rule/User Impersonation Activity Logger/UserImpersonationActiityLogger.js

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+(function executeRule(current, previous /*null when async*/) {
+  if (new GlideImpersonate().isImpersonating()) {
+    // Check if the user is impersonating
+    if (current.comments.changes() || current.work_notes.changes()) {
+      // Check if comments or work notes have changed
+      let actualUserName = gs.getImpersonatingUserDisplayName();
+      let impersonatedUserName = gs.getUserDisplayName();
+      let logMessage = `User Impersonation Activity Detected:
+        Timestamp : ${new GlideDateTime()}
+        Actual User: ${actualUserName}
+        Impersonated User: ${impersonatedUserName}
+        Comments added: ${current.comments || "NA"}
+        Work Notes added: ${current.work_notes || "NA"}`;
+      gs.info(logMessage);
+    }
+  }
+})(current, previous);