Issue resolution utilizing feature mapping

Patent metadata

Field	Value
Publication number	US-10762544-B2
Application number	US-201816142294-A
Country	US
Kind code	B2
Filing date	Sep 26, 2018
Priority date	Jun 29, 2016
Publication date	Sep 1, 2020
Grant date	Sep 1, 2020

Abstract

A method for providing a resolution to an open issue is described. The method includes utilizing structured corresponding learning to determine pivots from a database having historical data records to determine data records having similar open issues and providing their resolution. The method further includes providing a recommended resolution for the open issue based on the historical data records.

First claim

What is claimed is:

1. A system for providing a resolution for a computer system ticket, the system comprising:
a memory; and
a processing system communicatively coupled to the memory,
wherein the memory is configured to store a plurality of ticket records each having a symptom component and a resolution component;
wherein the processing system is configured to divide the ticket records into a source domain and a target domain, and wherein the processing system utilizes structural correspondence learning to identify pivots associated with the ticket records for determining related ticket records based on either the symptom or resolution component and associating the related tickets in a common ticket database; and
wherein the processing system is configured to analyze an original ticket record having a symptom and recommend a resolution based on a comparison with ticket records included in the common ticket database wherein a ticket record in the common ticket database has a symptom related to the symptom of the original ticket record and the recommended resolution is the resolution component of the ticket record in the common ticket database.

2. The system of claim 1 , wherein the processing system generates the original ticket record.

3. The system of claim 1 , wherein the recommended resolution is automatically applied to the ticket by the processing system.

4. The system of claim 1 , wherein the recommended resolution is provided via a user interface for review by an end user.

5. The system of claim 1 , wherein the processing system utilizes structural correspondence learning to determine pivots for both the symptom and resolution components of the ticket records.

6. The system of claim 1 , wherein the original ticket is generated in response to an operational condition of a computer system.

7. The system of claim 1 , wherein the original ticket is generated in response to a condition outside of the operation of a computer system.

8. The system of claim 1 , wherein processing system evaluates an initial set of historical ticket records to determine the removal of ticket records which do not relate to a symptom of the original ticket.

9. The system of claim 1 , wherein the processing system evaluates historical tickets and corresponding resolutions that are equivalent but semantically changed due to passage of time by bifurcating a historical ticket database storing the historical tickets into a source domain and a target domain utilizing respective timeframes.

Assignees

• IBM
• St Johns Univ New York
• The Florida International Univ Board Of Trustees
• St Johns Univ

Inventors

• Grabarnik Genady
• Li Tao
• Shwartz Larisa
• Zhou Wubai

Classifications

• G06Q10/0633

  Workflow analysis · CPC title

• G06Q30/015

  Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk · CPC title

• H04L41/5074

  Handling of user complaints or trouble tickets · CPC title

• G06Q30/0613 Primary

  using intermediate agents · CPC title

• G06F16/2477

  Temporal data queries · CPC title