Incident Root Cause Suggestion (#2268)

Author: vijaykumar7177

Server-Side Components/Business Rules/Incident Root Cause Suggestion/business rule.js

@@ -0,0 +1,15 @@
+(function executeRule(current, previous /*null when async*/) {
+
+    // Only run if short_description or description changes
+    if (current.short_description.changes() || current.description.changes()) {
+        
+        var helper = new IncidentRootCauseHelper();
+        var suggestions = helper.getRootCauseSuggestions(current.short_description + " " + current.description);
+
+        if (suggestions.length > 0) {
+            // Store suggestions in a custom field (multi-line text)
+            current.u_root_cause_suggestions = suggestions.join("\n");
+        }
+    }
+
+})(current, previous);

Server-Side Components/Business Rules/Incident Root Cause Suggestion/readme.md

@@ -0,0 +1 @@
+Automatically suggests potential root causes for incidents by analyzing past incidents with similar short descriptions or descriptions. This helps agents resolve incidents faster and reduces repetitive investigation effort.

Server-Side Components/Business Rules/Incident Root Cause Suggestion/script include.js

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+var IncidentRootCauseHelper = Class.create();
+IncidentRootCauseHelper.prototype = {
+    initialize: function() {},
+
+    // Method to find potential root causes based on keywords
+    getRootCauseSuggestions: function(description) {
+        if (!description) return [];
+
+        var suggestions = [];
+        var gr = new GlideRecord('incident');
+        gr.addActiveQuery(); // Only active incidents
+        gr.addNotNullQuery('u_root_cause'); // Custom field storing root cause
+        gr.query();
+
+        while (gr.next()) {
+            var pastDesc = gr.short_description + " " + gr.description;
+            if (description.toLowerCase().indexOf(gr.short_description.toLowerCase()) != -1 ||
+                description.toLowerCase().indexOf(gr.description.toLowerCase()) != -1) {
+                suggestions.push(gr.u_root_cause.toString());
+            }
+        }
+
+        // Remove duplicates and limit to top 5 suggestions
+        suggestions = Array.from(new Set(suggestions)).slice(0, 5);
+
+        return suggestions;
+    },
+
+    type: 'IncidentRootCauseHelper'
+};