Prevent Duplicate Records

(function executeRule(current, previous /*null when async*/) {

  // Only check on insert
  if (!current.isNewRecord()) {
    return;
  }

  // Configuration: Define fields to check for duplicates
  var fieldsToCheck = {
    'caller_id': current.caller_id.toString(),
    'short_description': current.short_description.toString(),
    'category': current.category.toString()
  };

  // Optional: Time window to check (in hours)
  var timeWindowHours = 24;

  // Build the duplicate check query
  var grDuplicate = new GlideRecord('incident');

  // Add field conditions
  for (var field in fieldsToCheck) {
    var value = fieldsToCheck[field];
    if (value) {
      grDuplicate.addQuery(field, value);
    }
  }

  // Only check recent records (optional)
  var gdt = new GlideDateTime();
  gdt.addHours(-timeWindowHours);
  grDuplicate.addQuery('sys_created_on', '>', gdt);

  // Exclude current record if it has a sys_id
  if (current.sys_id) {
    grDuplicate.addQuery('sys_id', '!=', current.sys_id);
  }

  // Only check open incidents
  grDuplicate.addQuery('active', 'true');

  grDuplicate.setLimit(1);
  grDuplicate.query();

  // If duplicate found, prevent insert
  if (grDuplicate.next()) {
    var errorMsg = 'A similar incident already exists: ' + grDuplicate.number + '. ';
    errorMsg += 'Please check existing incidents before creating a new one.';

    gs.addErrorMessage(errorMsg);
    current.setAbortAction(true);

    gs.warn('Duplicate incident prevented for caller: ' + current.caller_id.getDisplayValue() +
            ', existing: ' + grDuplicate.number);
  }

})(current, previous);