SYSTEM AND METHOD FOR PREDICTING RELEVANT RESOLUTION FOR AN INCIDENT TICKET

• US 20180032971A1
• Filed: 09/20/2016
• Published: 02/01/2018
• Est. Priority Date: 07/29/2016
• Status: Abandoned Application

• Current Assignee: Wipro Limited
• Original Assignee: Wipro Limited
• Inventors: Karuppasamy, Selvakuberan, Thapak, Amit
• Application Number:
  US15/270,953
• Publication Number:
  US 20180032971A1
• Time in Patent Office: Days
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06N 5/01 Dynamic search techniques; Heuristics; Dynamic trees; Branch-and-bound
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

This disclosure relates generally to incident ticket management, and more particularly to system and method for predicting relevant resolution for an incident ticket. In one embodiment, a method is provided for predicting a relevant resolution for an incident ticket. The method comprises receiving the incident ticket, analyzing the incident ticket to determine at least one query Ngram and at least one category, determining a similar past incident ticket based on a comparison of the at least one query Ngram and at least one Ngram derived from each of a plurality of past incident tickets belonging to the at least one category, and predicting the relevant resolution based on one or more resolution mapped to the similar past incident ticket.

Claims

1. A method for predicting a relevant resolution for an incident ticket, the method comprising:

receiving, via an incident ticket prediction device, the incident ticket;

analyzing, via the incident ticket prediction device, the incident ticket to determine at least one query Ngram and at least one category;

determining, via the incident ticket prediction device, a similar past incident ticket based on a comparison of the at least one query Ngram and at least one Ngram derived from each of a plurality of past incident tickets belonging to the at least one category; and

predicting, via the incident ticket prediction device, the relevant resolution based on one or more resolution mapped to the similar past incident ticket.

2. The method of claim 1, wherein the analyzing the incident ticket comprises pre-processing the incident ticket.

3. The method of claim 2, wherein the pre-processing comprises extracting a plurality of keywords from the incident ticket.

4. The method of claim 1, further comprising:

validating the relevant resolution from a user;

for a negative validation, initiating a learning process based on intelligence gathered manual resolution of the incident ticket, wherein the incident ticket resulting in the negative validation is a new incident ticket unrelated to a plurality of past incident tickets and not having a mapped resolution; and

updating a ticket repository based on the learning process.

5. The method of claim 1, further comprising:

receiving a past ticket repository comprising a plurality of past incident tickets and a plurality of resolutions;

clustering the plurality of past incident tickets and the plurality of resolutions into a plurality of categories, wherein each category comprises a set of past incident tickets from the plurality of past incident tickets having at least one common characteristic;

determining at least one Ngram for each of the plurality of past incident tickets and for each of the plurality of resolutions;

mapping each of the plurality of past incident tickets with the one or more resolutions from the plurality of resolutions by analyzing the at least one Ngram for each of the plurality of past incident tickets with the at least one Ngram for each of the plurality of resolutions.

6. The method of claim 5, further comprising pre-processing the plurality of past incident tickets and the plurality of resolutions.

7. The method of claim 5, wherein the analyzing comprises:

iteratively matching the at least one Ngram for each of the plurality of resolutions with the at least one Ngram for each of the plurality of past incident tickets;

for a given past incident ticket from the plurality of past incident tickets,

scoring each of the plurality of resolutions based on a number of matches; and

selecting the one or more resolutions from the plurality of resolutions based on scoring.

8. The method of claim 7, further comprising requesting clarification from a user in case of a conflict between the one or more resolutions having an identical score.

9. An incident ticket prediction device for predicting a relevant resolution for an incident ticket, the device comprising:

at least one processor; and

a computer-readable medium storing instructions that, when executed by the at least one processor, cause the at least one processor to perform operations comprising;

receiving the incident ticket;

analyzing the incident ticket to determine at least one query Ngram and at least one category;

determining a similar past incident ticket based on a comparison of the at least one query Ngram and at least one Ngram derived from each of a plurality of past incident tickets belonging to the at least one category; and

predicting the relevant resolution based on one or more resolution mapped to the similar past incident ticket.

10. The incident ticket prediction device of claim 9, wherein the analyzing the incident ticket comprises pre-processing the incident ticket.

11. The incident ticket prediction device of claim 9, wherein the operations further comprise:

validating the relevant resolution from a user;

for a negative validation, initiating a learning process based on intelligence gathered manual resolution of the incident ticket, wherein the incident ticket resulting in the negative validation is a new incident ticket unrelated to a plurality of past incident tickets and not having a mapped resolution; and

updating a ticket repository based on the learning process.

12. The incident ticket prediction device of claim 9, wherein the operations further comprise:

receiving a past ticket repository comprising a plurality of past incident tickets and a plurality of resolutions;

clustering the plurality of past incident tickets and the plurality of resolutions into a plurality of categories, wherein each category comprises a set of past incident tickets from the plurality of past incident tickets having at least one common characteristic;

determining at least one Ngram for each of the plurality of past incident tickets and for each of the plurality of resolutions;

mapping each of the plurality of past incident tickets with the one or more resolutions from the plurality of resolutions by analyzing the at least one Ngram for each of the plurality of past incident tickets with the at least one Ngram for each of the plurality of resolutions.

13. The incident ticket prediction device of claim 12, wherein the operations further comprise pre-processing the plurality of past incident tickets and the plurality of resolutions.

14. The incident ticket prediction device of claim 12, wherein the analyzing comprises:

iteratively matching the at least one Ngram for each of the plurality of resolutions with the at least one Ngram for each of the plurality of past incident tickets;

for a given past incident ticket from the plurality of past incident tickets,

scoring each of the plurality of resolutions based on a number of matches; and

selecting the one or more resolutions from the plurality of resolutions based on scoring.

15. The incident ticket prediction device of claim 14, wherein the operations further comprise requesting clarification from a user in case of a conflict between the one or more resolutions having an identical score.

16. A non-transitory computer-readable medium storing computer-executable instructions for:

receiving the incident ticket;

analyzing the incident ticket to determine at least one query Ngram and at least one category;

determining a similar past incident ticket based on a comparison of the at least one query Ngram and at least one Ngram derived from each of a plurality of past incident tickets belonging to the at least one category; and

predicting the relevant resolution based on one or more resolution mapped to the similar past incident ticket.

17. The non-transitory computer-readable medium of claim 16, wherein the analyzing the incident ticket comprises pre-processing the incident ticket.

18. The non-transitory computer-readable medium of claim 16 further storing computer-executable instructions for:

validating the relevant resolution from a user;

for a negative validation, initiating a learning process based on intelligence gathered manual resolution of the incident ticket, wherein the incident ticket resulting in the negative validation is a new incident ticket unrelated to a plurality of past incident tickets and not having a mapped resolution; and

updating a ticket repository based on the learning process.

19. The non-transitory computer-readable medium of claim 16 further storing computer-executable instructions for:

receiving a past ticket repository comprising a plurality of past incident tickets and a plurality of resolutions;

clustering the plurality of past incident tickets and the plurality of resolutions into a plurality of categories, wherein each category comprises a set of past incident tickets from the plurality of past incident tickets having at least one common characteristic;

determining at least one Ngram for each of the plurality of past incident tickets and for each of the plurality of resolutions;

mapping each of the plurality of past incident tickets with one or more resolutions from the plurality of resolutions by analyzing the at least one Ngram for each of the plurality of past incident tickets with the at least one Ngram for each of the plurality of resolutions.

20. The non-transitory computer-readable medium of claim 19, wherein the analyzing comprises:

iteratively matching the at least one Ngram for each of the plurality of resolutions with the at least one Ngram for each of the plurality of past incident tickets;

for a given past incident ticket from the plurality of past incident tickets,

scoring each of the plurality of resolutions based on a number of matches; and

selecting the one or more resolutions from the plurality of resolutions based on scoring.