Identification of incident required resolution time

A computer program product comprising:

• one or more computer-readable storage media and program instructions stored on the one or more computer-readable storage media, the stored program instructions comprising:
• program instructions to identify historical data including a set of historical incident reports, wherein the historical incident reports identify:
• (i) incident tickets, (ii) one or more skills associated with personnel assigned to the incident tickets, and (iii) whether the incident tickets were resolved within threshold periods of time to resolve, the threshold periods of time to resolve including for a historical incident of the historical incident reports an anticipated resolution time and an actual resolution time for the historical incident, wherein the historical data further includes for the historical incident a set of personnel assigned to resolve the historical incident and the existing skillsets of the personnel assigned, the existing skillsets including the assigned personnel's existing range of skills, and wherein the identifying includes identifying, from the set of historical incident reports, anticipated ticket resolution times and corresponding actual ticket resolution times for a plurality of historical incident reports of the set of historical incident reports;
• program instructions to train a machine learning model to predict sets of skills associated with resolving incident tickets within the threshold periods of time to resolve, the training being based, at least in part, on the set of historical incident reports, the anticipated ticket resolution times and corresponding actual resolution times for the plurality of historical incident reports of the set of historical incident reports, and the existing skillsets of personnel assigned to the incident tickets in the identified historical data, including the assigned personnel's existing range of skills;
• receiving a new incident ticket;
• analyzing, by one or more processors, the new incident ticket and identifying a type of issue involved, a severity level of the issue, and a required resolution time for resolving the issue, wherein the required resolution time is associated with the severity level of the issue;
• program instructions to predict using the trained machine learning model, a set of skills associated with resolving the new incident ticket within a threshold period of time to resolve, the predicting, using the trained machine learning model, being based, at least in part, on identifying the type of issue involved, the severity level of the issue, and the required resolution time for resolving the issue;
• and
• program instructions to assign, using the machine learning model, a set of personnel to the new incident ticket based, at least in part, on the predicted set of skills associated with resolving the new incident ticket within the threshold period of time to resolve.

A computer system, the computer system comprising:

• one or more computer processors;
• one or more computer readable storage medium;
• and
• program instructions stored on the computer readable storage medium for execution by at least one of the one or more processors, the stored program instructions comprising:
• program instructions to identify historical data including a set of historical incident reports, wherein the historical incident reports identify:
• (i) incident tickets, (ii) one or more skills associated with personnel assigned to the incident tickets, and (iii) whether the incident tickets were resolved within threshold periods of time to resolve, the threshold periods of time to resolve including for a historical incident of the historical incident reports an anticipated resolution time and an actual resolution time for the historical incident, wherein the historical data further includes for the historical incident a set of personnel assigned to resolve the historical incident and the existing skillsets of the personnel assigned, the existing skillsets including the assigned personnel's existing range of skills, and wherein the identifying includes identifying, from the set of historical incident reports, anticipated ticket resolution times and corresponding actual ticket resolution times for a plurality of historical incident reports of the set of historical incident reports;
• program instructions to train a machine learning model to predict sets of skills associated with resolving incident tickets within the threshold periods of time to resolve, the training being based, at least in part, on the set of historical incident reports, the anticipated ticket resolution times and corresponding actual resolution times for the plurality of historical incident reports of the set of historical incident reports, and the existing skillsets of personnel assigned to the incident tickets in the identified historical data, including the assigned personnel's existing range of skills;
• receiving a new incident ticket;
• analyzing, by one or more processors, the new incident ticket and identifying a type of issue involved, a severity level of the issue, and a required resolution time for resolving the issue, wherein the required resolution time is associated with the severity level of the issue;
• program instructions to predict using the trained machine learning model, a set of skills associated with resolving the new incident ticket within a threshold period of time to resolve, the predicting, using the trained machine learning model, being based, at least in part, on identifying the type of issue involved, the severity level of the issue, and the required resolution time for resolving the issue;
• and
• program instructions to assign, using the machine learning model, a set of personnel to the new incident ticket based, at least in part, on the predicted set of skills associated with resolving the new incident ticket within the threshold period of time to resolve.