Find Similar Tickets without using NLP or AI

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.

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