Patent ID: 8898092
Filing Date: 2014-11-25
Classification: G06F,G06N,H04L

Abstract:
1. A method of identifying related problem tickets in an information technology (IT) environment, the method comprising the steps of: a computer extracting a plurality of historical problem tickets and receiving associations between the historical problem tickets and respective codes specifying problems in processes and systems of the IT environment; the computer monitoring and storing interactions by one or more users with a computer program, the interactions causing a determination, based in part on a code included in the codes specifying a problem included in the problems, that the plurality of historical problem tickets includes a group of problem tickets which is related to the problem, the interactions comprising performing a search for keywords in content of the plurality of historical problem tickets, and performing a text analysis and a statistical analysis of the content of the plurality of historical problem tickets; the computer identifying a pattern of actions within the interactions; the computer determining the pattern of actions is effective at proactively preventing the problem based on a frequency at which the one or more users performed the interactions that include the pattern of actions; the computer generating an executable script based on the pattern; based at least in part on the search for the keywords, the text analysis and the statistical analysis included in the interactions, the computer determining a root cause of the problem; in response to a receipt of a new problem ticket, the computer executing the script, which automatically performs the pattern of actions; and in response to executing the script, the computer classifying the new problem ticket as being included in the group of problem tickets related to the problem and determining the new problem ticket specifies the problem which has the root cause, the steps of classifying and determining the new problem ticket specifies the problem being performed without a human performing any of the interactions.