Iamshankha/auto tag incident feature (#1927)

* Create Auto_Tag_Incident.js

Incident Auto-Tagging
Automatically detects keywords like email, VPN, or server from the incident’s short description and description.
Creates a corresponding Label (if not already present) and a Label Entry linked to that incident to fulfill the requirement of auto tagging.

Benefit:
Helps automatically tag incidents with relevant keywords, improving searchability, categorization, and visibility across the platform.

Type: Before Business Rule
Table: Incident [incident]

* Create README.md

Incident Auto-Tagging

Automatically detects keywords like email, VPN, or server from the incident’s short description and description.
Creates a corresponding Label (if not already present) and a Label Entry linked to that incident to fulfill the requirement of auto tagging.

Benefit:
Helps automatically tag incidents with relevant keywords, improving searchability, categorization, and visibility across the platform.

Type: Before Business Rule
Table: Incident [incident]

Author: iamshankha

Server-Side Components/Business Rules/Auto tag incident/Auto_Tag_Incident.js

@@ -0,0 +1,75 @@
+(function executeRule(current, previous /*null when async*/) {
+
+    // ==============================================================
+    // Business Rule: Incident Auto-Tagging
+    // Table: Incident
+    // --------------------------------------------------------------
+    // Purpose:
+    // Automatically detect keywords (like "email", "vpn", "server")
+    // from the Incident’s short description and description fields.
+    //
+    // Based on detected keywords:
+    //  - A corresponding Label is created (if not already present)
+    //  - A related Label Entry is created for that Incident
+    //
+    // 💡 Benefit:
+    // Adding Labels and Label Entries helps automatically tag
+    // incidents with the right keywords — improving searchability,
+    // categorization, and visibility across the platform.
+    // ==============================================================
+
+    // Step 1: Collect tags from the description
+    var tags = [];
+    var desc = (current.short_description + " " + current.description).toLowerCase();
+
+    if (desc.indexOf("email") > -1) tags.push("Email");
+    if (desc.indexOf("vpn") > -1) tags.push("VPN");
+    if (desc.indexOf("server") > -1) tags.push("Server");
+
+    // Step 2: Process each detected tag
+    for (var i = 0; i < tags.length; i++) {
+
+        var tagName = tags[i]; // e.g., "Email"
+        var labelSysId;
+
+        // Step 2.1: Check if Label already exists
+        var labelGR = new GlideRecord("label");
+        labelGR.addQuery("name", tagName);
+        labelGR.query();
+
+        if (labelGR.next()) {
+            // Label exists — reuse it
+            labelSysId = labelGR.sys_id.toString();
+        } else {
+            // Create new Label
+            var newLabel = new GlideRecord("label");
+            newLabel.initialize();
+            newLabel.name = tagName;
+            newLabel.owner = gs.getUserID();       // Logged-in user sys_id
+            newLabel.viewable_by = "everyone";     // Backend value of choice
+            newLabel.active = true;
+            labelSysId = newLabel.insert();
+        }
+
+        // Step 2.2: Create Label Entry if not already present
+        var entryGR = new GlideRecord("label_entry");
+        entryGR.addQuery("table_key", current.sys_id);
+        entryGR.addQuery("label", labelSysId);
+        entryGR.query();
+
+        if (!entryGR.hasNext()) {
+
+            var newEntry = new GlideRecord("label_entry");
+            newEntry.initialize();
+            newEntry.title = "Incident - " + current.number; // e.g., Incident - INC0010003
+            newEntry.label = labelSysId;
+            newEntry.url = "incident.do?sys_id=" + current.sys_id + "&sysparm_view=";
+            newEntry.table = "incident";
+            newEntry.id_type = "Incident";
+            newEntry.table_key = current.sys_id;
+            newEntry.read = "yes"; 
+            newEntry.insert();
+        }
+    }
+
+})(current, previous);

Server-Side Components/Business Rules/Auto tag incident/README.md

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+📘 Overview
+
+This feature automatically scans newly created or updated Incidents for specific keywords (like Email, VPN, Server) and attaches structured Labels automatically wheneven any incident gets created.
+It leverages ServiceNow’s native label and label_entry tables to organize incidents into searchable categories — improving visibility, reporting, and problem trend analysis.
+
+🎯 Problem Statement
+
+Manual tagging of incidents is inconsistent and time-consuming. As a result, identifying recurring issues or related incidents becomes difficult.
+The Incident Auto-Tagging solution automates this process, ensuring every incident containing common keywords is automatically labeled and linked for faster triage and analytics.
+
+💡 Solution Approach
+
+A Business Rule runs on the Incident table (Before Insert) to:
+
+Detect defined keywords from Short Description and Description.
+
+Create or reuse a Label (label table) for each keyword.
+
+Create a Label Entry (label_entry table) linking the Label to the Incident with details such as title, URL, table, etc.
+
+Prevent duplicates by verifying existing entries before insertion.
+
+🧩 Benefits
+
+🕒 Time saving: Minimizes time as no manual tagging is needed
+
+🔍 Quick Search: Filter incidents by keyword-based labels.
+
+⚡ Faster Resolution: Group recurring issues for faster response.
+
+📊 Analytics Ready: Enables trend and problem management reporting.
+
+🧠 Reusable Logic: Extendable to Change Requests or Catalog Items.