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Automatic generation of actionable recommendations from problem reports

  • US 9,250,993 B2
  • Filed: 04/30/2013
  • Issued: 02/02/2016
  • Est. Priority Date: 04/30/2013
  • Status: Expired due to Fees
First Claim
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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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  • 6 Assignments
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