Create README.md

Author: koratalas

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.