Add Smart Incident Categorizer AI to automate incident categorization (#2290)

Author: pratap360

Integration/RESTMessageV2/Smart Incident Categorizer AI/README.md

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+# Smart Incident Categorizer using AI
+
+## Description
+Automatically categorizes incidents using OpenAI GPT-3.5 based on description content.
+
+## Use Case
+- Auto-assigns category when incidents are created without category
+- Reduces manual categorization effort
+- Improves consistency in incident classification
+
+## Setup
+1. Create system property: `openai.api.key` with your OpenAI API key
+2. Create Business Rule on `incident` table
+3. Set to run `before insert` when category is empty
+
+## Categories
+Returns one of: network, hardware, software, database, security, email
+
+## Testing
+Create incident without category - verify auto-assignment in work notes.

Integration/RESTMessageV2/Smart Incident Categorizer AI/smart-incident.js

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+// Business Rule: Smart Incident Categorizer AI
+// Table: incident
+// When: before, insert
+// Filter Conditions: Category is empty
+
+(function executeRule(current, previous) {
+    if (current.isNewRecord() && !current.category) {
+        var categorizer = new SmartIncidentCategorizer();
+        var suggestedCategory = categorizer.categorizeIncident(current.short_description + ' ' + current.description);
+        
+        if (suggestedCategory) {
+            current.category = suggestedCategory;
+            current.work_notes = 'Category auto-assigned by AI: ' + suggestedCategory;
+        }
+    }
+})(current, previous);
+
+var SmartIncidentCategorizer = Class.create();
+SmartIncidentCategorizer.prototype = {
+    categorizeIncident: function(description) {
+        try {
+            var openai = new sn_ws.RESTMessageV2();
+            openai.setHttpMethod('POST');
+            openai.setEndpoint('https://api.openai.com/v1/chat/completions');
+            openai.setRequestHeader('Authorization', 'Bearer ' + gs.getProperty('openai.api.key'));
+            openai.setRequestHeader('Content-Type', 'application/json');
+
+            var payload = {
+                model: "gpt-3.5-turbo",
+                messages: [{
+                    role: "system",
+                    content: "You are an IT service desk categorizer. Return only one of these categories: network, hardware, software, database, security, email"
+                }, {
+                    role: "user", 
+                    content: "Categorize this incident: " + description
+                }],
+                max_tokens: 10,
+                temperature: 0.1
+            };
+
+            openai.setRequestBody(JSON.stringify(payload));
+            var response = openai.execute();
+            
+            if (response.getStatusCode() == 200) {
+                var result = JSON.parse(response.getBody());
+                return result.choices[0].message.content.trim().toLowerCase();
+            }
+        } catch (e) {
+            gs.error('AI Categorizer Error: ' + e.message);
+        }
+        return null;
+    }
+};