Incident Sentiment Detector (No AI, Pure JavaScript) (#2259)

* Create readme.md

Incident Sentiment Detector (No AI, Pure JavaScript)

A lightweight ServiceNow utility that detects sentiment (Positive / Negative / Neutral) of an Incident’s short description or comments using simple keyword matching — no AI APIs or external libraries required.

Useful for support teams to auto-tag sentiment and analyze user frustration or satisfaction trends without expensive integrations.

🚀 Features

✅ Detects sentiment directly inside ServiceNow ✅ Works without external APIs or ML models ✅ Instant classification on form update ✅ Adds detected sentiment to a custom field (u_sentiment) ✅ Simple to extend — just add more positive/negative keywords

🧩 Architecture Overview

The solution consists of two main scripts:

Component Type Purpose SentimentAnalyzer Script Include Processes text and returns sentiment Client Script (onChange) Client Script Calls SentimentAnalyzer via GlideAjax on short description change 🧱 Setup Instructions 1️⃣ Create Custom Field

Create a new field on the Incident table:

Name: u_sentiment

Type: Choice

Choices: Positive, Neutral, Negative

* Create SentimentAnalyzer.js

var SentimentAnalyzer = Class.create();
SentimentAnalyzer.prototype = Object.extendsObject(AbstractAjaxProcessor, {
    getSentiment: function() {
        var text = (this.getParameter('sysparm_text') || '').toLowerCase();
        var positive = ['thanks', 'great', 'resolved', 'appreciate'];
        var negative = ['issue', 'error', 'not working', 'fail', 'problem'];

        var score = 0;
        positive.forEach(function(word) { if (text.includes(word)) score++; });
        negative.forEach(function(word) { if (text.includes(word)) score--; });

        if (score > 0) return 'Positive';
        if (score < 0) return 'Negative';
        return 'Neutral';
    }
});

* Create onChangeClientscript.js

Author: vijaykumar7177

Client-Side Components/Catalog Client Script/Incident Sentiment Detector (Using Simple Word Matching, No AI)/SentimentAnalyzer.js

@@ -0,0 +1,16 @@
+var SentimentAnalyzer = Class.create();
+SentimentAnalyzer.prototype = Object.extendsObject(AbstractAjaxProcessor, {
+    getSentiment: function() {
+        var text = (this.getParameter('sysparm_text') || '').toLowerCase();
+        var positive = ['thanks', 'great', 'resolved', 'appreciate'];
+        var negative = ['issue', 'error', 'not working', 'fail', 'problem'];
+
+        var score = 0;
+        positive.forEach(function(word) { if (text.includes(word)) score++; });
+        negative.forEach(function(word) { if (text.includes(word)) score--; });
+
+        if (score > 0) return 'Positive';
+        if (score < 0) return 'Negative';
+        return 'Neutral';
+    }
+});

Client-Side Components/Catalog Client Script/Incident Sentiment Detector (Using Simple Word Matching, No AI)/onChangeClientscript.js

@@ -0,0 +1,11 @@
+function onChange(control, oldValue, newValue, isLoading) {
+    if (isLoading || !newValue) return;
+
+    var ga = new GlideAjax('SentimentAnalyzer');
+    ga.addParam('sysparm_name', 'getSentiment');
+    ga.addParam('sysparm_text', newValue);
+    ga.getXMLAnswer(function(sentiment) {
+        g_form.addInfoMessage('Sentiment: ' + sentiment);
+        g_form.setValue('u_sentiment', sentiment);
+    });
+}

Client-Side Components/Catalog Client Script/Incident Sentiment Detector (Using Simple Word Matching, No AI)/readme.md

@@ -0,0 +1,23 @@
+Incident Sentiment Detector (No AI, Pure JavaScript)
+
+A lightweight ServiceNow utility that detects sentiment (Positive / Negative / Neutral) of an Incident’s short description or comments using simple keyword matching — no AI APIs or external libraries required.
+
+Useful for support teams to auto-tag sentiment and analyze user frustration or satisfaction trends without expensive integrations.
+
+🚀 Features
+
+✅ Detects sentiment directly inside ServiceNow ✅ Works without external APIs or ML models ✅ Instant classification on form update ✅ Adds detected sentiment to a custom field (u_sentiment) ✅ Simple to extend — just add more positive/negative keywords
+
+🧩 Architecture Overview
+
+The solution consists of two main scripts:
+
+Component Type Purpose SentimentAnalyzer Script Include Processes text and returns sentiment Client Script (onChange) Client Script Calls SentimentAnalyzer via GlideAjax on short description change 🧱 Setup Instructions 1️⃣ Create Custom Field
+
+Create a new field on the Incident table:
+
+Name: u_sentiment
+
+Type: Choice
+
+Choices: Positive, Neutral, Negative