Create findSimilarTickets.js

This script helps the users to find tickets that have similar ticket descriptions and short descriptions and score as per their matched content which can be utilised in reports to see how many tickets are having similarities and further take necessary actions like creating a problem ticket with these details.

Author: koratalas

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);
+  });
+
+})();