System and method for classifying and resolving software production incident tickets

An incident ticket and solution technology, applied in the field of information technology infrastructure management

Inactive Publication Date: 2017-07-25
WIPRO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, the identification of candidate tickets from the tickets to be resolved by automation and the invocation of the corresponding incident resolution scripts still need to be done manually

Method used

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  • System and method for classifying and resolving software production incident tickets
  • System and method for classifying and resolving software production incident tickets
  • System and method for classifying and resolving software production incident tickets

Examples

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Embodiment Construction

[0016] Hereinafter, exemplary embodiments will be described with reference to the drawings. Wherever convenient, the same reference numbers will be used throughout the drawings to refer to the same or like parts. While embodiments and features of the disclosed principles are described herein, modifications, adaptations and other embodiments can be made without departing from the spirit and scope of the disclosed embodiments. The following detailed description is intended to be considered as illustration only, with the true scope and spirit set forth in the appended claims.

[0017] now refer to figure 1 , which illustrates an exemplary system 100 for triaging and resolving software production incident tickets according to some embodiments of the invention. The incident ticket corresponds to an anomaly, defect or any other impediment in the information technology (IT) infrastructure. Specifically, the system 100 implements a technique for classifying incident tickets accordi...

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PUM

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Abstract

The invention relates to a system and method for classifying and resolving software production incident tickets. The method for classifying software production incident tickets comprises receiving an incident ticket; extracting a plurality of keywords from the incident ticket; deriving a query vector corresponding to the incident ticket based on the plurality of keywords; and classifying the incident ticket into at least one of a positive mechanization incident ticket and a negative mechanization incident ticket based on a comparison of the query vector and a plurality of vectors derived from a plurality of past incident tickets, wherein the plurality of vectors are derived based on a plurality of keywords and their corresponding occurrences in the plurality of past incident tickets.

Description

technical field [0001] The present invention relates generally to information technology infrastructure management, and more particularly to systems and methods for triaging and resolving software production incident tickets. Background technique [0002] In the current business environment, industries and businesses are constantly looking for ways and models to operate efficiently and meet evolving customer needs. One of the aforementioned methods is the digitization of various processes and activities within an industry or enterprise enabled by various advances in the field of information technology (IT). The aforementioned digitization is achieved through an IT infrastructure that involves a complex combination of equipment and software solutions. However, in order to realize the various benefits of digitization, the aforementioned IT infrastructure needs to run smoothly. [0003] Various tools have been designed and developed today for monitoring and / or predicting any ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06F17/30G06Q10/06
CPCG06F16/35G06F16/355G06Q10/0633G06F8/60G06F16/353G06Q10/0631G06F8/20G06Q10/101G06N5/01G06F16/358G06F16/3347G06N5/00G06F8/77
Inventor P·瑞丽S·H·古鲁斯哇玛帕R·巴拉苏布拉玛尼安
Owner WIPRO LTD
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