Automatic generation of actionable recommendations from problem reports
First Claim
Patent Images
1. A method of handling information technology tickets, said method comprising:
- utilizing at least one processor to execute computer code configured to perform the steps of;
receiving a plurality of information technology tickets;
preprocessing the plurality of information technology tickets;
clustering via applying at least one clustering technique, the preprocessed plurality of information technology tickets into categories, wherein each category comprises technology tickets having at least one common characteristic;
identifying a problem area for recommendation generation with respect to at least one of the categories, wherein said identifying comprises building a discrete probability distribution with respect to a plurality of problem areas and calculating an entropy value with respect to each of the problem areas; and
automatically generating at least one recommendation for addressing the problem area.
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Abstract
Methods and arrangements for handling information technology tickets. A plurality of information technology tickets are received. The tickets are clustered into categories, and a problem area is identified with respect to at least one of the categories. At least one recommendation is automatically generated for addressing the problem area. Other variants and embodiments are broadly contemplated herein.
35 Citations
20 Claims
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1. A method of handling information technology tickets, said method comprising:
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utilizing at least one processor to execute computer code configured to perform the steps of; receiving a plurality of information technology tickets; preprocessing the plurality of information technology tickets; clustering via applying at least one clustering technique, the preprocessed plurality of information technology tickets into categories, wherein each category comprises technology tickets having at least one common characteristic; identifying a problem area for recommendation generation with respect to at least one of the categories, wherein said identifying comprises building a discrete probability distribution with respect to a plurality of problem areas and calculating an entropy value with respect to each of the problem areas; and automatically generating at least one recommendation for addressing the problem area. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. An apparatus for handling information technology tickets, said apparatus comprising:
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at least one processor; and a computer readable storage medium having computer readable program code embodied therewith and executable by the at least one processor, the computer readable program code comprising; computer readable program code that receives a plurality of information technology tickets; computer readable program code that preprocesses the plurality of information technology tickets; computer readable program code that clusters via applying at least one clustering technique, the preprocessed plurality of information technology tickets into categories, wherein each category comprises technology tickets having at least one common characteristic; computer readable program code that identifies a problem area for recommendation generation with respect to at least one of the categories, wherein said identifying comprises building a discrete probability distribution with respect to a plurality of problem areas and calculating an entropy value with respect to each of the problem areas; and computer readable program code that automatically generates at least one recommendation for addressing the problem area.
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12. A computer program product for handling information technology tickets, said computer program product comprising:
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a non-transitory computer readable storage medium having computer readable program code embodied therewith, the computer readable program code comprising; computer readable program code that receives a plurality of information technology tickets; computer readable program code that preprocesses the plurality of information technology tickets; computer readable program code that clusters via applying at least one clustering technique, the preprocessed plurality of information technology tickets into categories, wherein each category comprises technology tickets having at least one common characteristic; computer readable program code that identifies a problem area for recommendation generation with respect to at least one of the categories, wherein said identifying comprises building a discrete probability distribution with respect to a plurality of problem areas and calculating an entropy value with respect to each of the problem areas; and computer readable program code that automatically generates at least one recommendation for addressing the problem area. - View Dependent Claims (13, 14, 15, 16, 17, 18, 19)
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20. A method comprising:
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accepting a plurality of information technology tickets; finding an unstructured attribute in each of the information technology tickets; clustering, applying at least one clustering technique, the information technology tickets into groups based on the unstructured attribute, wherein each group comprises technology tickets having at least one common characteristic; and said clustering comprising applying at least two clustering methods and merging results of the at least two clustering methods identifying a problem area for recommendation generation with respect to at least one of the categories, wherein said identifying comprises building a discrete probability distribution with respect to a plurality of problem areas and calculating an entropy value with respect to each of the problem areas.
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Specification