Prevent Duplicate Records

1(function executeRule(current, previous /*null when async*/) {
2
3  // Only check on insert
4  if (!current.isNewRecord()) {
5    return;
6  }
7
8  // Configuration: Define fields to check for duplicates
9  var fieldsToCheck = {
10    'caller_id': current.caller_id.toString(),
11    'short_description': current.short_description.toString(),
12    'category': current.category.toString()
13  };
14
15  // Optional: Time window to check (in hours)
16  var timeWindowHours = 24;
17
18  // Build the duplicate check query
19  var grDuplicate = new GlideRecord('incident');
20
21  // Add field conditions
22  for (var field in fieldsToCheck) {
23    var value = fieldsToCheck[field];
24    if (value) {
25      grDuplicate.addQuery(field, value);
26    }
27  }
28
29  // Only check recent records (optional)
30  var gdt = new GlideDateTime();
31  gdt.addHours(-timeWindowHours);
32  grDuplicate.addQuery('sys_created_on', '>', gdt);
33
34  // Exclude current record if it has a sys_id
35  if (current.sys_id) {
36    grDuplicate.addQuery('sys_id', '!=', current.sys_id);
37  }
38
39  // Only check open incidents
40  grDuplicate.addQuery('active', 'true');
41
42  grDuplicate.setLimit(1);
43  grDuplicate.query();
44
45  // If duplicate found, prevent insert
46  if (grDuplicate.next()) {
47    var errorMsg = 'A similar incident already exists: ' + grDuplicate.number + '. ';
48    errorMsg += 'Please check existing incidents before creating a new one.';
49
50    gs.addErrorMessage(errorMsg);
51    current.setAbortAction(true);
52
53    gs.warn('Duplicate incident prevented for caller: ' + current.caller_id.getDisplayValue() +
54            ', existing: ' + grDuplicate.number);
55  }
56
57})(current, previous);