Method and system for determining automation sequences for resolution of an incident ticket
First Claim
1. A method for determining automation sequences for resolution of an incident ticket, the method comprising:
- retrieving, by an automation system, data associated with plurality of incident tickets received from a ticketing system during a predefined time duration;
grouping, by the automation system, the plurality of incident tickets into one or more clusters based on the data;
receiving, by the automation system, a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices;
identifying, by the automation system, similarity among sequences of the plurality of user actions for each ticket cluster based on one or more configured rules, wherein identifying the similarity among sequences of the plurality of user actions comprises identifying one or more parameterized variables between each pair of sequences based on greatest common sub-sequence between each pair of sequences and assigning a score to each pair of sequences based on the one or more parameterized variables and one or more parameters, wherein the score indicates similarity among sequences of the plurality of the user actions;
grouping, by the automation system, the sequences of the plurality of user actions into one or more buckets based on the similarity;
determining, by the automation system, automation sequences for resolution of the incident ticket by correlating the data associated with the plurality of incident tickets with the one or more buckets of the sequences; and
eliminating the one or more buckets based on minimum number of sequences in the corresponding bucket.
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Abstract
The present disclosure relates to a method and system for determining automation sequences for resolution of an incident ticket by an automation system. The automation system retrieves data associated with plurality of incident tickets received from a ticketing system during predefined time duration and groups the plurality of incident tickets into one or more clusters based on the data. The automation system receives a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices and identifies similarity among sequences of the plurality of user actions for each ticket cluster. Based on the similarity, the automation system groups the sequences of the plurality of user actions into one or more bucket and determines automation sequences for resolution of the incident ticket by correlating the data associated with plurality of incident tickets with one or more buckets of the sequences.
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Citations
18 Claims
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1. A method for determining automation sequences for resolution of an incident ticket, the method comprising:
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retrieving, by an automation system, data associated with plurality of incident tickets received from a ticketing system during a predefined time duration; grouping, by the automation system, the plurality of incident tickets into one or more clusters based on the data; receiving, by the automation system, a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices; identifying, by the automation system, similarity among sequences of the plurality of user actions for each ticket cluster based on one or more configured rules, wherein identifying the similarity among sequences of the plurality of user actions comprises identifying one or more parameterized variables between each pair of sequences based on greatest common sub-sequence between each pair of sequences and assigning a score to each pair of sequences based on the one or more parameterized variables and one or more parameters, wherein the score indicates similarity among sequences of the plurality of the user actions; grouping, by the automation system, the sequences of the plurality of user actions into one or more buckets based on the similarity; determining, by the automation system, automation sequences for resolution of the incident ticket by correlating the data associated with the plurality of incident tickets with the one or more buckets of the sequences; and eliminating the one or more buckets based on minimum number of sequences in the corresponding bucket. - View Dependent Claims (2, 3, 4, 5, 6)
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7. An automation system for determining automation sequences for resolution of an incident ticket comprising:
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a processor; and a memory communicatively coupled to the processor, wherein the memory stores processor instructions, which, on execution, causes the processor to; retrieve data associated with plurality of incident tickets received from a ticketing system during a predefined time duration; group the plurality of incident tickets into one or more clusters based on the data; receive a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices; identify similarity among sequences of the plurality of user actions for each ticket cluster based on one or more configured rules, wherein identifying the similarity among sequences of the plurality of user actions comprises identifying one or more parameterized variables between each pair of sequences based on greatest common sub-sequence between each pair of sequences and assigning a score to each pair of sequences based on the one or more parameterized variables and one or more parameters, wherein the score indicates similarity among sequences of the plurality of the user actions; group the sequences of the plurality of user actions into one or more buckets based on the similarity; determine automation sequences for resolution of the incident ticket by correlating the data associated with the plurality of incident tickets with the one or more buckets of the sequences; and eliminate the one or more buckets based on minimum number of sequences in the corresponding bucket. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A non-transitory computer readable medium including instruction stored thereon that when processed by at least one processor cause an automation system to perform operation comprising:
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retrieving data associated with plurality of incident tickets received from a ticketing system during a predefined time duration; grouping the plurality of incident tickets into one or more clusters based on the data; receiving a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices; identifying similarity among sequences of the plurality of user actions for each ticket cluster based on one or more configured rules, wherein identifying the similarity among sequences of the plurality of user actions comprises identifying one or more parameterized variables between each pair of sequences based on greatest common sub-sequence between each pair of sequences and assigning a score to each pair of sequences based on the one or more parameterized variables and one or more parameters, wherein the score indicates similarity among sequences of the plurality of the user actions; grouping the sequences of the plurality of user actions into one or more buckets based on the similarity; determining automation sequences for resolution of the incident ticket by correlating the data associated with plurality of incident tickets with the one or more buckets of the sequences; and eliminating the one or more buckets based on minimum number of sequences in the corresponding bucket. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification