Method and system for determining automation sequences for resolution of an incident ticket
US10459951B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 28, 2016 |
| Grant date | Oct 29, 2019 |
| Priority date | — |
| Expiry date | Aug 6, 2037 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06F16/24578
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
The present disclosure relates to a method and system for determining automation sequences for resolution of an incident ticket by an automation system. The automation system retrieves data associated with plurality of incident tickets received from a ticketing system during predefined time duration and groups the plurality of incident tickets into one or more clusters based on the data. The automation system receives a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices and identifies similarity among sequences of the plurality of user actions for each ticket cluster. Based on the similarity, the automation system groups the sequences of the plurality of user actions into one or more bucket and determines automation sequences for resolution of the incident ticket by correlating the data associated with plurality of incident tickets with one or more buckets of the sequences.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.