My second contribution

Server-Side Components/Script Includes/Emotion-Aware/EmotionAnalyzer.js

@@ -0,0 +1,32 @@
+//Scenario: whenever a user submits a ticket (Incident, HR Case, etc.), the system analyzes the tone of the message - like frustrated, urgent, calm, confused 
+// and automatically adjusts the ticket priority, or routes it to a specific team (like “Empathy Response Desk)
+
+var EmotionAnalyzer = Class.create();
+EmotionAnalyzer.prototype = {
+    initialize: function() {},
+
+    detectEmotion: function(text) {
+        try {
+            // ---- Mock Sentiment Logic (No external API) ----
+            text = text.toLowerCase();
+            var score = 0;
+            var negativeWords = ['angry', 'frustrated', 'bad', 'urgent', 'hate', 'delay'];
+            var positiveWords = ['thank', 'happy', 'great', 'awesome', 'love'];
+
+            negativeWords.forEach(function(word) {
+                if (text.includes(word)) score -= 1;
+            });
+            positiveWords.forEach(function(word) {
+                if (text.includes(word)) score += 1;
+            });
+
+            var sentiment = (score > 0) ? 'positive' : (score < 0) ? 'negative' : 'neutral';
+            return { sentiment: sentiment, score: Math.abs(score / 3) };
+        } catch (e) {
+            gs.error("EmotionAnalyzer error: " + e.message);
+            return { sentiment: 'neutral', score: 0 };
+        }
+    },
+
+    type: 'EmotionAnalyzer'
+};

Server-Side Components/Script Includes/Emotion-Aware/README.md

@@ -0,0 +1,29 @@
+### Overview
+The **Emotion-Aware Ticket Prioritizer** is an AI-driven innovation for ServiceNow that automatically analyzes the tone and emotion of user-submitted tickets (Incidents, HR Cases, etc.) to determine the urgency and emotional state of the user.  
+If frustration or urgency is detected, the system dynamically increases the **priority**, adds contextual **work notes**, and routes the ticket to the right team — ensuring faster resolution and better user experience.
+
+---
+
+## How It Works
+1. When a ticket is created, a **Business Rule** triggers a **Script Include** (`EmotionAnalyzer`).
+2. The Script Include analyzes the short description and description text.
+3. It detects emotional tone — *positive*, *neutral*, or *negative*.
+4. Based on sentiment, the system:
+   - Adjusts **priority** automatically  
+   - Adds a **work note** with detected emotion  
+   - Optionally, notifies the support team for urgent or frustrated cases  
+
+---
+## How It Trigger Script Include Via Business Rule 
+1. Create object of Script Include (Accessible from all scopes)
+    var util = new global.EmotionAnalyzer();
+
+----
+## Example line as input and output
+| User Input                             | Detected Emotion | Auto Priority | Output                |
+| -------------------------------------- | ---------------- | ------------- | --------------------- |
+| “Laptop crashed again, no one helps!”  | Negative         | 1 (Critical)  | Escalate to VIP queue |
+| “Thank you, system working great now!” | Positive         | 4 (Low)       | No action             |
+| “Need help resetting my password.”     | Neutral          | 3 (Moderate)  | Normal SLA            |
+
+