Incident Root Cause Suggestion

[vijaykumar7177]

PR Description:

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.

Use Case:

When an agent creates or updates an incident, the system searches previous incidents for similar descriptions and proposes possible root causes.

Helps in knowledge capture, reduces duplicate work, and improves resolution times.

Implementation Details

Type:

Business Rule + Script Include

Table: incident

Business Rule:

When: before insert or before update

Condition: Only run when short_description or description changes

Script Include:

Reusable server-side code to search historical incidents

Pull Request Checklist

Overview

• Put an x inside of the square brackets to check each item.
• I have read and understood the CONTRIBUTING.md guidelines
• My pull request has a descriptive title that accurately reflects the changes and the description has been filled in above.
• I've included only files relevant to the changes described in the PR title and description
• I've created a new branch in my forked repository for this contribution

Code Quality

• My code is relevant to ServiceNow developers
• My code snippets expand meaningfully on official ServiceNow documentation (if applicable)
• I've disclosed use of ES2021 features (if applicable)
• I've tested my code snippets in a ServiceNow environment (where possible)

Repository Structure Compliance

• I've placed my code snippet(s) in one of the required top-level categories:
  • Core ServiceNow APIs/
  • Server-Side Components/
  • Client-Side Components/
  • Modern Development/
  • Integration/
  • Specialized Areas/
• I've used appropriate sub-categories within the top-level categories
• Each code snippet has its own folder with a descriptive name

Documentation

• I've included a README.md file for each code snippet
• The README.md includes:
  • Description of the code snippet functionality
  • Usage instructions or examples
  • Any prerequisites or dependencies
  • (Optional) Screenshots or diagrams if helpful

Restrictions

• My PR does not include XML exports of ServiceNow records
• My PR does not contain sensitive information (passwords, API keys, tokens)
• My PR does not include changes that fall outside the described scope

[earlduque]

Thanks!

[vijaykumar7177]

@earlduque Thank you for your support