script.js

Author: DhruvBhatheja

Server-Side Components/Background Scripts/Auto-Create Problem Record from Recurring Incident Patterns/script.js

@@ -0,0 +1,55 @@
+(function() {
+
+    var THRESHOLD = 4; // min number of similar incidents
+    var DAYS = 7;      
+
+   
+    var incGR = new GlideAggregate('incident');
+    incGR.addEncodedQuery('active=true^opened_atRELATIVEGT@dayofweek@ago@' + DAYS);  //Query  recent incidents
+    incGR.groupBy('short_description');
+    incGR.addAggregate('COUNT');
+    incGR.query();
+
+    while (incGR.next()) {
+        var count = parseInt(incGR.getAggregate('COUNT'), 10);
+        var desc = incGR.short_description.toString();
+
+       //Checking for high repetition
+        if (count >= THRESHOLD) {
+
+             //Avoid duplicate problem 
+            var existingProb = new GlideRecord('problem');
+            existingProb.addQuery('short_description', 'CONTAINS', desc);
+            existingProb.addQuery('active', true);
+            existingProb.query();
+
+            if (!existingProb.hasNext()) {
+
+            //if not exist  creating Problem Record
+                var prob = new GlideRecord('problem');
+                prob.initialize();
+                prob.short_description = "Recurring Incident Pattern: " + desc;
+                prob.description = "Auto-generated problem for " + count +
+                    " similar incidents in the last " + DAYS + " days.\n\nExample Description:\n" + desc;
+                prob.u_detected_by = 'System';
+                prob.state = 1; 
+                var probSysId = prob.insert();
+
+                gs.info(" Created new Problem [" + prob.number + "] for repeated incidents (" + count + "): " + desc);
+
+               //link incident with problem
+                var incLinkGR = new GlideRecord('incident');
+                incLinkGR.addQuery('short_description', desc);
+                incLinkGR.addQuery('active', true);
+                incLinkGR.query();
+                while (incLinkGR.next()) {
+                    incLinkGR.problem_id = probSysId;
+                    incLinkGR.update();
+                }
+            }
+        }
+    }
+
+
+
+})();