Program identifier response to unstructured input

A system for identifying a problem from unstructured input, comprising:

• a processor;
• a computer readable memory in circuit communication with the processor;
• and
• a computer readable storage medium in circuit communication with the processor;
• wherein the processor executes program instructions stored on the computer-readable storage medium via the computer readable memory and thereby:
• parses a service support ticket into structured and unstructured content, wherein the unstructured content comprises a problem description;
• identifies an entity and a problem domain within the structured content;
• adds one or more tags to the service support ticket in response to identifying a context of the problem description, wherein each of the added one or more tags corresponds to a different end-user symptom within the problem domain;
• tracks problems longitudinally by entity to thereby tally occurrences of problems that are mapped to the different end-user symptoms and associated with the identified entity within a plurality of generated service support tickets;
• and
• identifies the mapped problem having a highest tally of occurrences associated with the identified entity as a likely root cause of the service support ticket.

A computer program product, comprising:

• a computer readable storage medium having computer readable program code embodied therewith, wherein the computer readable storage medium is not a transitory signal per se, the computer readable program code comprising instructions for execution by a processor that cause the processor to:
• parse a service support ticket into structured and unstructured content, wherein the unstructured content comprises a problem description;
• identify an entity and a problem domain within the structured content;
• add one or more tags to the service support ticket in response to identifying a context of the problem description, wherein each of the added one or more tags corresponds to a different end-user symptom within the problem domain;
• track problems longitudinally by entity to thereby tally occurrences of problems that are mapped to the different end-user symptoms and associated with the identified entity within a plurality of generated service support tickets;
• and
• identify the mapped problem having a highest tally of occurrences associated with the identified entity as a likely root cause of the service support ticket.