Patent Document ID: 9984376
Application ID: 15087555

Base Claim:
1. A method for automatically identifying one or more issues in one or more tickets of an organization, the method comprising: receiving, by an issue identification system, ticket data of one or more tickets related to a service category from one or more data sources; generating, by the issue identification system, one or more first sub-sequence patterns of n-grams for the one or more tickets from a sequence pattern retrieved from the ticket data; determining, by the issue identification system, a frequency of occurrence of each of the one or more first sub-sequence patterns of the n-grams and a Part-of-Speech (POS) weightage of the one or more first sub-sequence patterns of the n-grams; determining, by the issue identification system, a first score for each of the one or more first sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage; identifying, by the issue identification system, automatically, one or more issues in the one or more tickets based on the first sub-sequence pattern of the n-grams and the first score; identifying, by the issue identification system, the sequence pattern corresponding to the one or more first sub-sequence patterns of the n-grams having the first score less than a predefined value for each of the one or more tickets; generating, by the issue identification system, one or more second sub-sequence patterns of the n-grams by removing one or more words in the sequence pattern in order of occurrence, wherein a distance value is associated with each of the one or more second sub-sequence patterns based on the one or more words removed in the sequence pattern; determining, by the issue identification system, a frequency of occurrence of each of the one or more second sub-sequence patterns of the n-grams and a POS weightage of the one or more second sub-sequence patterns of the n-grams; determining, by the issue identification system, a second score for each of the one or more second sub-sequence patterns of the n-grams based on the frequency of occurrence and the POS weightage of the one or more second sub-sequence patterns of the n-grams; and updating, by the issue identification system, automatically, the one or more issues in the one or more tickets by merging the second sub-sequence pattern with the first sub-sequence pattern based on the first score and the second score.

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Claim 6:
6. The method as claimed in claim 1 , wherein determining the POS weightage comprises: assigning, by the issue identification system, a POS tag to each of one or more words of the one or more second sub-sequence patterns of the n-grams to form a combination of the POS tags for each of the one or more second sub-sequence patterns; and assigning, by the issue identification system, a predefined weightage for the combination of the POS tags for each of the one or more second sub-sequence patterns.