Automatic identification of root cause and mitigation steps for incidents generated in an incident management system

A computing system, comprising:

• an incident linking system configured to receive a first incident record and access a set of historic incident records to identify a set of related historic incident records that are related to the first incident record, and wherein the set of historic incident records include descriptive information that describe associated historic incidents of the historic incident records;
• an identification system configured to, for a set of incident records including the set of historic incident records and the first incident record, identify a set of incident record pairs of incident records;
• a tokenizing system configured to, for each incident record pair, tokenize information of the incident record pair and generate, from the tokenized information, an embedding for each incident record of the incident record pair, the embedding representing the incident record in a multi-dimensional embedding space that encodes a semantic meaning of the respective incident record;
• a distance metric determination system configured to, for each incident record pair of the set of incident record pairs, determine a distance metric between the embedding of the associated incident records and, if the distance metric is below a threshold distance, generate a link and a relatedness weight for the associated incident records;
• an incident clustering system configured to cluster the first incident record and the set of related historic incident records based on the links to obtain a cluster of incident records;
• an incident ranking system configured to rank the first incident record and the set of related historic incident records in the cluster of incident records into a ranked incident records;
• and
• a root cause processing system configured to identify one incident record of the cluster of incident records as a root cause incident record for the cluster of incident records based on the ranked incident records, and to generate a mitigation step, based on the root cause incident record, to mitigate an associated root cause incident of the root cause incident record, wherein generating the mitigation step comprises:
• generating a prompt to a generative artificial intelligence (AI) model, the prompt including an instruction to generate the mitigation step, the prompt further including context data, indicative of the ranked incident records;
• and
• receiving from the generative AI model, as a response to the prompt, the mitigation step.

A computer system, comprising:

• a link generator configured to generate links, each link being between incident records in a set of related incident records, wherein the set of related incident records include descriptive information that describe an associated incident of each incident record, wherein the links are links in a multi-dimensional embedding space that indicates a semantic meaning of the respective incident records;
• an incident rank processor configured to rank the incident records of the set of related incident records into a ranked incident records based on a distance metric of the links in the multi-dimensional embedding space;
• and
• a root cause identification processor configured to identify one incident record of the set of related incident records as a root cause incident record for the set of related incident records based on the ranked incident records, and to generate a mitigation step, based on the root cause incident record, wherein generating the mitigation step comprises:
• generating a prompt to a generative artificial intelligence (AI) model, the prompt including an instruction to generate the mitigation step, the prompt further including context data, indicative of the ranked incident records;
• and
• receiving from the generative AI model, as a response to the prompt, the mitigation step.