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US 10,762,544 B2Granted
Issue resolution utilizing feature mapping
AssigneesInternational Business Machines Corporation, St. John's University, The Florida International University Board of Trustees
InventorsGenady Grabarnik, Tao Li, Larisa Shwartz, Wubai Zhou
Life of this patent
Estimating the term…
Abstract
A method for providing a resolution to an open issue is described. The method includes utilizing structured corresponding learning to determine pivots from a database having historical data records to determine data records having similar open issues and providing their resolution. The method further includes providing a recommended resolution for the open issue based on the historical data records.
Claims9
A system for providing a resolution for a computer system ticket, the system comprising:
- a memory;
- and
- a processing system communicatively coupled to the memory,
- wherein the memory is configured to store a plurality of ticket records each having a symptom component and a resolution component;
- wherein the processing system is configured to divide the ticket records into a source domain and a target domain, and wherein the processing system utilizes structural correspondence learning to identify pivots associated with the ticket records for determining related ticket records based on either the symptom or resolution component and associating the related tickets in a common ticket database;
- and
- wherein the processing system is configured to analyze an original ticket record having a symptom and recommend a resolution based on a comparison with ticket records included in the common ticket database wherein a ticket record in the common ticket database has a symptom related to the symptom of the original ticket record and the recommended resolution is the resolution component of the ticket record in the common ticket database.
4 more elements
Dependencies are inferred from the claim text.