System and method for assisting user to resolve a hardware issue and a software issue

A method for assisting a user to resolve a hardware issue and a software issue, the method comprising steps of:

• categorising, by a processor, a set of tickets stored in a ticket repository to generate a set of clusters, wherein each cluster, from the set of clusters, is configured to maintain one or more tickets from the set of tickets, wherein each ticket is associated with a ticket description, and wherein the categorization is based on the ticket description;
• identifying, by the processor, a target cluster, from the set of clusters, associated with a new ticket received from a user, wherein a new ticket description, associated with the new ticket, is analysed using a Convolution Neural Network based neural language model for identifying the target cluster, and wherein the new ticket corresponds to a target issue;
• recommending, by the processor, one or more runbook scripts, from a runbook repository, associated with the new ticket based on analysis of the new ticket description using an artificial intelligence based recommendation engine, wherein the one or more runbook scripts are associated with a runbook script description, and wherein the one or more runbook scripts comprise a probability, to resolve the new ticket, higher than a pre-defined threshold probability;
• identifying, by the processor, a new runbook script, corresponding to the new ticket, from a set of external repositories using a natural language processing and a text extraction algorithm, when the one or more runbook scripts are not available in the runbook repository or the one or more runbook scripts fail to resolve the target issue;
• executing, by the processor, at least one of the one or more runbook scripts or the new runbook script associated with the new ticket;
• and
• generating, by the processor, a document based on the execution of the one or more runbook scripts or the new runbook script, thereby assisting the user to resolve the target issue.

A computer readable medium having embodied thereon a computer program for assisting a user to resolve a hardware issue and a software issue, the computer program product comprises:

• a program code for categorising a set of tickets stored in a ticket repository to generate a set of clusters, wherein each cluster, from the set of clusters, is configured to maintain one or more tickets from the set of tickets, wherein each ticket is associated with a ticket description, and wherein the categorization is based on the ticket description;
• a program code for identifying a target cluster, from the set of clusters, associated with a new ticket received from a user, wherein a new ticket description, associated with the new ticket, is analysed using a Convolution Neural Network based neural language model for identifying the target cluster, and wherein the new ticket corresponds to a target issue;
• a program code for recommending one or more runbook scripts, from a runbook repository, associated with the new ticket based on analysis of the new ticket description using an artificial intelligence based recommendation engine, wherein the one or more runbook scripts are associated with a runbook script description, and wherein the one or more runbook scripts comprise a probability, to resolve the new ticket, higher than a pre-defined threshold probability;
• a program code for identifying a new runbook script, corresponding to the new ticket, from a set of external repositories using a natural language processing and a text extraction algorithm, when the one or more runbook scripts are not available in the runbook repository or the one or more runbook scripts fail to resolve the target issue;
• a program code for executing at least one of the one or more runbook scripts or the new runbook script associated with the new ticket;
• and
• a program code for generating a document based on the execution of the one or more runbook scripts or the new runbook script, thereby assisting the user to resolve the target issue.