Name
sn_oe_sfs.IARFlowFailureDiagnostic
Description
Contains functions that assist with diagnosing IAR issues where a task is initially assigned to a bot user but is not going through the complete IAR flow
Script
var IARFlowFailureDiagnostic = Class.create();
IARFlowFailureDiagnostic.prototype = {
initialize: function() {},
type: 'IARFlowFailureDiagnostic'
};
/**
* @param the number of a task
* @returns {task_sys_id, context_sys_id, task_table_name}, or null if task is not found
*/
IARFlowFailureDiagnostic.findTaskInContextTable = function(task_number) {
var gr = new GlideRecord("sys_cs_auto_resolution_context");
gr.addQuery("task.number", vaInputs.task_number);
gr.query();
var result = {};
if (gr.getRowCount() == 1) {
gr.next();
result.task_sys_id = gr.task;
result.context_sys_id = gr.sys_id;
result.task_table_name = gr.task.sys_class_name;
result.duplicate_task_in_context = "false";
return result;
}
if (gr.getRowCount() > 1) {
result.duplicate_task_in_context = "true";
return result;
}
return null;
};
/*
* @param the sys_id of the IAR context associated with an incident
* @returns {state, state_message} of the task processing state
*/
IARFlowFailureDiagnostic.getIncidentStateAndMessage = function(context_sys_id) {
var grContext = new GlideRecord("sys_cs_auto_resolution_context");
grContext.get(context_sys_id);
var result = {};
result.state = grContext.getDisplayValue("task_processing_state");
if (grContext.task_processing_state == "processed") {
if (grContext.sla_state == "completed")
result.state_message = "This task was successfully resolved by the bot user.";
else if (grContext.sla_state == "timeout")
result.state_message = "The SLA state is \"Timeout\" because the notification was sent to the notification user, but they did not respond in time.";
else if (grContext.sla_state == "canceled")
result.state_message = "The SLA state is \"Canceled\" because the notification user chose to unassign this task from the bot user.";
else
result.state_message = "The notification has been sent out to the user on these Notification channels: " + grContext.getValue("response_channels");
} else if (grContext.intent_topic_state == "intent_with_topic" && gs.nil(grContext.matched_topic))
result.state_message = "This incident has the intent \"" + grContext.nlu_intent + ",\" but there is no matched topic for this reason:\n" + grContext.reason;
else
result.state_message = grContext.reason || '';
return result;
};
/*
* @param the sys_id of the IAR context associated with an HR case
* @returns {state, state_message} of the task processing state
*/
IARFlowFailureDiagnostic.getHRCaseStateAndMessage = function(context_sys_id) {
var grContext = new GlideRecord("sys_cs_auto_resolution_context");
grContext.get(context_sys_id);
var result = {};
result.state = grContext.getDisplayValue("task_processing_state");
if (grContext.task_processing_state == "processed") {
if (grContext.sla_state == "completed")
result.state_message = "This task was successfully resolved by the bot user.";
else if (grContext.sla_state == "timeout")
result.state_message = "The SLA state is \"Timeout\" because the notification was sent to the notification user, but they did not respond in time.";
else if (grContext.sla_state == "canceled")
result.state_message = "The SLA state is \"Canceled\" because the notification user chose to unassign this task from the bot user.";
else
result.state_message = "The notification has been sent out to the user on these Notification channels: " + grContext.getValue("response_channels");
} else
result.state_message = grContext.reason || '';
return result;
};
/*
* @param the sys_id of the task
* @returns {failed, failure_reason}, a boolean representing whether the Agent Zero prediction failed, if it failed, and a string with the reason
*/
IARFlowFailureDiagnostic.checkAgentZeroPrediction = function(task_sys_id) {
try {
var result = {
failed: false,
failure_reason: "",
};
var grTask = new GlideRecord('incident');
grTask.get(task_sys_id);
// configure optional parameters
var options = {};
options.top_n = 5;
// query configuration language table for en
var grML = new GlideRecord("sys_cs_auto_resolution_configuration_language");
grML.addQuery("training_language", "en");
grML.addQuery("configuration.target_table_name", "incident");
grML.addQuery("active", "true");
grML.query();
grML.next();
// get prediction results
var mlSolution = sn_ml.AgentZeroSolutionStore.get(grML.ml_solution_name);
var results = mlSolution.getActiveVersion().predict(grTask, options);
// pretty print JSON results
gs.info(JSON.stringify(JSON.parse(results), null, 2));
return result;
} catch (ex) {
result.failed = true;
result.failure_reason = ex.getMessage();
return result;
}
};
/*
* @param the sys_id of the IAR context
* @param the sys_id of the task
* @param the table name of the task
* @returns {failed, failure_reason}, a boolean representing whether the LanguageX prediction failed, if it failed, and a string with the reason
*/
IARFlowFailureDiagnostic.checkLanguageXPrediction = function(context_sys_id, task_sys_id, task_table_name) {
var result = {
failed: false,
failure_reason: "",
};
var grContext = new GlideRecord("sys_cs_auto_resolution_context");
grContext.get(context_sys_id);
var inputs;
if (!gs.nil(grContext.prediction)) {
var grPrediction = new GlideRecord("sys_cs_auto_resolution_prediction");
grPrediction.get(grContext.prediction);
if (grPrediction.status_code != "200") {
result.failed = true;
result.failure_reason = "The Auto-Resolution prediction has a error code of " + grPrediction.status_code + ": " + grPrediction.status_message + ". ";
}
// inputs for LanguageX prediction check
inputs = {
id: task_sys_id,
tableName: task_table_name,
fields: JSON.parse(grPrediction.input_fields)
};
} else {
result.failed = true;
result.failure_reason = "There is no Auto-Resolution prediction for this HR case. ";
// inputs for LanguageX prediction check
inputs = {
id: 'f0fdcd401bc70110f86c7597dc4bcb0c',
tableName: 'sn_hr_core_case',
fields: {
description: 'I lost access to benefits portal'
}
};
}
// check LanguageX prediction results using inputs
var solutionName = 'ml_sn_sn_iar_hr_global_issue_auto_resolution'; // new
var langXInputs = [];
langXInputs.push(inputs);
var languageXSolution = sn_ml.LanguageXSolutionStore.get(solutionName);
try {
var results = JSON.parse(languageXSolution.getActiveVersion().predict(langXInputs));
var logger = new sn_oe_sfs.IARDiagnosticHelper();
logger.createLogger();
var criticality = global.AutoResolutionLanguageXHelper.getOutputsByServiceName(results, "criticalityDetection", logger)[0].serviceOutput;
var searchQuery = JSON.parse(global.AutoResolutionLanguageXHelper.getOutputsByServiceName(results, "searchQueryGeneration", logger)[0].serviceOutputDetails);
var searchQueryScore = global.AutoResolutionLanguageXHelper.getOutputsByServiceName(results, "searchQueryGeneration", logger)[0].serviceOutputScore;
// check if criticality or search query is empty
if (gs.nil(criticality) || searchQuery.length == 0) {
result.failed = true;
result.failure_reason += "I ran a check on the LanguageX prediction server and I found the following issue(s):\n";
if (gs.nil(criticality)) {
result.failure_reason += "- Criticality is empty";
if (searchQuery.length == 0) {
result.failure_reason += "\n";
}
}
if (searchQuery.length == 0) {
// check if search query score meets configuration query term threshold
var grConfig = new GlideRecord("sys_cs_auto_resolution_configuration");
grConfig.addQuery("target_table_name", task_table_name);
grConfig.query();
grConfig.next();
if (!gs.nil(grContext.prediction) && searchQueryScore < grConfig.query_term_threshold) {
result.failure_reason += "- Search query is empty because the search query score of " + searchQueryScore + " did not meet the configuration's query term threshold of " + grConfig.query_term_threshold;
} else {
result.failure_reason += "- Search query is empty";
}
}
}
return result;
} catch (error) {
result.failed = true;
result.failure_reason += "I ran a check on the LanguageX prediction server, and it failed with this expection: " + error.getMessage();
return result;
}
};Sys ID
e587083ac0a999d0f877e9d0ea777a4f