Automatically Detect Incident Root Cause

Server-Side Components/Script Includes/Root-Cause Predictor/README.md

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+## Incident Root-Cause Predictor
+
+### Overview
+The **Incident Root-Cause Predictor** automatically classifies incoming Incidents into categories like *Network, Hardware, Application,* or *Security* based on keywords in the description.  
+This helps in faster triaging and routing tickets to the right support teams.
+
+---
+
+## How It Works
+1. A user submits an Incident.
+2. A **Business Rule** runs on insert.
+3. It calls the **Script Include – `RootCausePredictor`**.
+4. The predictor scans the description and returns a probable root-cause category.
+
+---
+## Business Rule Script (How to call Script Include on BR)
+    var util = new global.RootCausePredictor();
+
+(function executeRule(current) {
+    var util = new global.RootCausePredictor();
+    var cat = util.predict(current.description);
+    current.u_root_cause = cat;
+    current.work_notes = "Auto-classified as: " + cat.toUpperCase();
+})(current);
+
+--------------
+## Sample Input and Output
+Input : A user logs a ticket:
+“Wi-Fi keeps disconnecting every few minutes.”
+
+The Script Include scans for the word “Wi-Fi”, which matches the Network keyword list.
+OutPut: 
+
+System automatically sets field u_root_cause = "Network"
+Work note added: “Auto-classified as: NETWORK”

Server-Side Components/Script Includes/Root-Cause Predictor/incident.js

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+//Scenario : Automatically detect the root cause category of an Incident based on keywords in the short description or description.
+
+// Script Include
+var RootCausePredictor = Class.create();
+RootCausePredictor.prototype = {
+    predict: function(text) {
+        var data = {
+            network: ['router', 'switch', 'wifi', 'dns'],
+            hardware: ['laptop', 'keyboard', 'printer', 'battery'],
+            application: ['login', 'error', 'bug', 'page'],
+            security: ['virus', 'attack', 'unauthorized']
+        };
+        text = text.toLowerCase();
+        for (var cat in data) {
+            for (var i = 0; i < data[cat].length; i++) {
+                if (text.includes(data[cat][i])) return cat;
+            }
+        }
+        return 'general';
+    },
+    type: 'RootCausePredictor'
+};