Find Similar Tickets without using NLP or AI (#2356)

* Create findSimilarTickets.js

This script helps the users to find tickets that have similar ticket descriptions and short descriptions and score as per their matched content which can be utilised in reports to see how many tickets are having similarities and further take necessary actions like creating a problem ticket with these details.

* Create README.md

Author: koratalas

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