Patent Document ID: 20170161335
Application ID: 14958158
Patent Status: 0

Claim One:
1. A computer-implemented method, comprising: analyzing a plurality of communication logs associated with a query related to an information technology issue to determine one or more discourse relationships between the plurality of communication logs, wherein each of the plurality of communication logs comprises (i) a description of one or more actions taken in connection with the information technology issue, (ii) a status related to the one or more actions taken, and (iii) identification of a group carrying out the one or more actions; generating a hierarchical structure representing the plurality of communication logs and the one or more determined discourse relationships; associating the query with one or more classified queries by (i) determining one or more patterns in the hierarchical structure and (ii) comparing the one or more determined patterns to patterns associated with multiple historical hierarchical structures associated with classified queries; and determining one or more information technology issue categories applicable to the query based on said associating; wherein the steps are carried out by at least one computing device.