Patent Document ID: 8301613
Application ID: 12885705

Base Claim:
1. A computer implemented method for correlating an incident service ticket with an incident resource ticket comprising: in response to a creation of an incident service ticket in a certain service category; performing a first search searching with a data processor for open incident resource tickets of the same or similar category; performing a second search searching with the data processor based on a set of similarity roles for corresponding critical configuration items defined in business service configuration items; and when both the first and second searches succeed, performing a third search searching with the data processor of found open incident resource tickets from the first search ordered by time using found corresponding critical configuration items from the second search and, when a match is found, declaring the incident service ticket to be correlated with the matching incident resource ticket.

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Claim 2:
2. The method of claim 1 , where when performance of either the first search or the second search does searches do not succeed, or when a match is not found during performance of the third search, obtaining input from a dependency tree for the business service configuration items and when no related service configuration items for the service category are identified from the dependency tree then concluding the performance of the method, otherwise when at least one related service configuration item for the service category is identified from the dependency tree performing a fourth search searching with the data processor of found incident resource tickets ordered by time using any found related service configuration items.