Name
global.cxs_RecommendationHelper
Description
Used to get recommendation in agent assist
Script
var cxs_RecommendationHelper = Class.create();
cxs_RecommendationHelper.prototype = Object.extendsObject(cxs_BaseMLHelper, {
DEFAULT_TOTAL_COUNT: '1000',
DEFAULT_THRESHOLD: 1,
RECOMMENDATION_COUNT: 1,
RECOMMENDATION_TITLE: 'recommendationTitle',
RECOMMENDATION_MESSAGE: 'recommendationMessage',
RECOMMENDATION_TYPE: 'recommendationType',
RECOMMENDATION_ACTION: 'recommendationAction',
processSearch: function () {
//gs.log('******* inputs' + arguments[0]);
var inputs = JSON.parse(arguments[0]);
//Initialize
if (!inputs['tableName'] || !inputs['solutionDefinition'])
return;
this.threshold = this.DEFAULT_THRESHOLD;
this.solutionName = this.getSolutionName(inputs['solutionDefinition'].toString());
this.tableName = inputs['tableName'].toString();
this.recommendationMessage = inputs['RecommendationMessage'];
this.recommendationTitle = inputs['RecommendationTitle'];
this.detectionTitle= inputs['DetectionTitle'];
this.detectionQuery= inputs['DetectionQuery'].toString();
this.proposeActionSysId = inputs['proposeActionSysId'].toString();
//gs.log('******* this.threshold' + this.threshold + this.tableName + this.count + this.request.formId + this.request.formTable + this.request.uiType + this.solutionName);
//Cannot do ML search if there are no form details
if (!this.request.formId || !this.request.formTable)
return;
var formGr = this.getFormGr();
//Invalid form details
if (!formGr)
formGr = new GlideRecord(this.request.formTable);
//Incident table - No recommendations needed for the form that has a parent incident
if (this.request.formTable === 'incident' && !formGr.parent_incident.nil())
return;
//Call ML serivce
var MLResults = this.callRecommendationService(formGr);
//Return if no results
if (!MLResults || MLResults.length <= 0)
return;
//Process results from ML predictions
this.processResults(MLResults, formGr);
//gs.log('********* response *********' + JSON.stringify(this.response));
},
getFormGr: function () {
var gr = new GlideRecord(this.request.formTable);
if (gr.get(this.request.formId)) {
return gr;
}
return null;
},
callRecommendationService: function (formGr) {
var predictor = new MLPredictor();
var info = "";
var solution = predictor.findActiveSolution(this.solutionName);
if (!solution)
return;
var outcomeArray = predictor.getPredictions(formGr, solution); //Threshold is default which is 1
return outcomeArray;
},
processResults: function (results, formGr) {
var formatedResults = this.formatResults(results);
var sysIdsInOrder = formatedResults.sysIdsInOrder;
if (sysIdsInOrder && sysIdsInOrder.length > 0)
this.assimilateResults(sysIdsInOrder, formatedResults.resultsJson, formGr);
},
formatResults: function (results) {
var resultsJson = {};
var sysIdsInOrder = [];
if (results) {
for (var i=0; i< results.length; i++) {
if (results[i].hasPrediction()){
var predictionObj = {};
var sysId = results[i].predictedValue().length === 32 ? results[i].predictedValue(): results[i].predictedValueSysId();
predictionObj['predictedValue'] = results[i].predictedValue();
predictionObj['predictedValueSysId'] = sysId; //sys_id for similarity
predictionObj['confidence'] = results[i].confidence(); //similarity score
resultsJson[sysId] = predictionObj;
sysIdsInOrder.push(sysId);
}
}
}
return {'sysIdsInOrder': sysIdsInOrder, 'resultsJson': resultsJson};
},
updateSearchText: function (formGr) {
var searchText = this.getSearchText();
if (searchText) {
var fieldGr = this.getTableConfigDefaultField();
var currentSearchField = this.getCurrentSearchField();
//gs.log('******* fieldGr.field' + fieldGr.field);
//gs.log('******* currentSearchField' + currentSearchField + formGr.isValidField(currentSearchField));
if (currentSearchField && formGr.isValidField(currentSearchField))
formGr.setValue(currentSearchField, searchText);
else if (fieldGr && fieldGr.field && formGr.isValidField(fieldGr.field))
formGr.setValue(fieldGr.field, searchText);
}
return formGr;
},
getSearchText: function () {
return this.request.query && this.request.query.freetext ? this.request.query.freetext : null;
},
getTableConfigDefaultField: function () {
var tableConfig = this.getTableConfig();
if (tableConfig) {
return this.getDefaultField(tableConfig.sys_id);
}
return '';
},
getCurrentSearchField: function () {
return this.request.meta && this.request.meta['sourceField'];
},
getMajorGr: function (sysIdsInorder) {
var gr = new GlideRecordSecure(this.tableName);
gr.addQuery('sys_id', 'IN', sysIdsInorder.join());
gr.addEncodedQuery(this.detectionQuery);//eg: 'major_incident_state=accepted^ORparent_incident.major_incident_state=accepted');
gr.query();
if (gr.getRowCount() === 0)
return gr;
else if (gr.getRowCount() === 1) {
gr.next();
return gr;
}
else {
// More than 1 major incidents are found. So, find the one that has maximum confidence
var majorSysIds = {};
while (gr.next()) {
majorSysIds[gr.getUniqueValue()] = 1; //Obj makes search faster which is done later in the code
}
for (var i = 0; i < sysIdsInorder.length; i++) {
if (majorSysIds[sysIdsInorder[i]]) {
var resultsGr = new GlideRecord(this.tableName);
resultsGr.get(sysIdsInorder[i].toString());
return resultsGr;
}
}
}
},
getSimilarGr: function (sysIds) {
var gr = new GlideRecordSecure(this.tableName);
gr.addQuery('sys_id', 'IN', sysIds);
gr.orderBy('sys_created_on');
gr.query();
return gr;
},
assimilateResults: function (sysIds, formatedResults, formGr) {
//Remove self if it is present in the ML results
var found = sysIds.indexOf(this.request.formId);
//gs.log('****** self found '+ found);
if (found !== -1) {
sysIds.splice(found,1);
}
// Get records that are readable by the user
var resultsGr = this.getMajorGr(sysIds);
var res = new SNC.SearchResult();
var uiType = this.request.uiType;
var basicInfo;
var addFieldGr;
if(resultsGr.isValidRecord()) {
addFieldGr = this.getAddResourcesFieldsGr(uiType);
//Basic details
basicInfo = this.extractBasicInfo(addFieldGr, resultsGr);
res.title = basicInfo[this.RESULT_TITLE];
res.snippet = basicInfo[this.RESULT_TEXT];
res.link = basicInfo[this.RESULT_LINK];
res.id = basicInfo[this.ID];
//Meta details
var metaInfo = this.extractMetaInfo(addFieldGr, resultsGr, formatedResults[resultsGr.getUniqueValue()], uiType);
res.meta[this.META_SCORE] = metaInfo[this.META_SCORE];
res.meta[this.CONFIDENCE] = metaInfo[this.CONFIDENCE];
res.meta[this.META_ADDITIONAL_FIELDS] = metaInfo[this.ADDITIONAL_FIELDS].toString();
res.meta[this.RECOMMENDATION_TITLE] = this.detectionTitle ? this.detectionTitle: 'Major';
res.meta[this.RECOMMENDATION_TYPE] = 'detection';
this.response.results.push(res);
} else {
if (this.request.formTable === 'incident' && !(new sn_major_inc_mgmt.MajorIncidentTriggerRules(formGr)).canProposeMIC())
return;
var similarGr = this.getSimilarGr(sysIds);
if (similarGr.next()) {
addFieldGr = this.getAddResourcesFieldsGr(uiType);
//Basic details
basicInfo = this.extractBasicInfo(addFieldGr, similarGr);
res.title = basicInfo[this.RESULT_TITLE];
res.snippet = basicInfo[this.RESULT_TEXT];
res.link = basicInfo[this.RESULT_LINK];
res.id = basicInfo[this.ID] + 'REC';
res.meta[this.RECOMMENDATION_TITLE] = this.recommendationTitle ? this.recommendationTitle : 'Recommendation';
res.meta[this.RECOMMENDATION_TYPE] = 'recommendation';
res.meta[this.RECOMMENDATION_MESSAGE] = this.getRecommendationDetails(similarGr);
res.meta[this.RECOMMENDATION_ACTION] = this.proposeActionSysId;
this.response.results.push(res);
}
}
},
getRecommendationDetails: function(similarGr) {
var similarCount = similarGr.getRowCount();
var since = Math.floor(Math.abs(new GlideDateTime(String(similarGr.getValue('sys_created_on'))).getNumericValue() - new GlideDateTime().getNumericValue())/ (1000 * 3600));
return gs.getMessage(this.recommendationMessage, [similarCount, since.toString()]);
},
type: 'cxs_RecommendationHelper'
});Sys ID
05833b6273a02300d144234ffff6a790