Structured representation and classification of noisy and unstructured tickets in service delivery

A computer program product, the computer program product comprising a computer-readable storage medium having program instructions embodied therewith, the program instructions executable by a computing device to cause the computing device to:

• correlate one or more items of problem incident text data from a given problem incident identifier with one or more items of event text data to generate one or more items of correlated text data within the given problem incident identifier;
• apply a syntactic grammar to the one or more items of correlated text data to identify in the given problem incident identifier (i) one or more domain-dependent concepts and (ii) one or more domain-independent concepts;
• parse noisy and/or unstructured text from the given problem incident identifier based on analysis of (i) the one or more identified domain-dependent concepts and (ii) the one or more identified domain-independent concepts;
• and
• classify the given problem incident identifier by classifying one or more features derived from text of the given problem incident identifier subsequent to said parsing of said noisy and/or unstructured text from the given problem incident identifier.

A system comprising:

• a memory;
• and
• at least one processor coupled to the memory and configured for:
• correlating one or more items of problem incident text data from a given problem incident identifier with one or more items of event text data to generate one or more items of correlated text data within the given problem incident identifier;
• applying a syntactic grammar to the one or more items of correlated text data to identify in the given problem incident identifier (i) one or more domain-dependent concepts and (ii) one or more domain-independent concepts;
• parsing noisy and/or unstructured text from the given problem incident identifier based on analysis of (i) the one or more identified domain-dependent concepts and (ii) the one or more identified domain-independent concepts;
• and
• classifying the given problem incident identifier by classifying one or more features derived from text of the given problem incident identifier subsequent to said parsing of said noisy and/or unstructured text from the given problem incident identifier.

A method, comprising:

• correlating one or more items of problem incident text data from a given problem incident identifier with one or more items of event text data to generate one or more items of correlated text data within the given problem incident identifier;
• applying a syntactic grammar to the one or more items of correlated text data to identify in the given problem incident identifier (i) one or more domain-dependent concepts and (ii) one or more domain-independent concepts;
• parsing noisy and/or unstructured text from the given problem incident identifier based on analysis of (i) the one or more identified domain-dependent concepts and (ii) the one or more identified domain-independent concepts to derive multiple structures of the given problem incident identifier;
• and
• categorizing the given problem incident identifier into one of a first category and a second category, wherein said first category comprises problem incident identifiers having derived structures that are contextually disjointed, wherein said second category comprises problem incident identifiers having derived structures that are not contextually disjointed, and wherein said categorizing comprises classifying one or more features derived from text of the given problem incident identifier subsequent to said parsing of said noisy and/or unstructured text.