Artificial intelligence-based incident ticket management systems

A system for incident ticket management, comprising:

• memory;
• and
• at least one processor coupled to the memory and configured to implement a method, the method comprising:
• receiving input data comprising information relating to a plurality of incidents;
• classifying the plurality of incidents at least based on natural language processing of the input data, the classifying yielding one or more information technology (IT) products impacted by the plurality of incidents;
• correlating the classified plurality of incidents to identify at least one pattern in the classified plurality of incidents, wherein the at least one pattern is identified based on the one or more IT products, incident type, and time, wherein the at least one pattern relates to two or more incidents of the plurality of incidents, and wherein at least one IT product of the one or more IT products is impacted by the two or more incidents;
• analyzing historical incident data to identify one or more similar historical incidents based on the at least one pattern;
• assigning asset relationships for the two or more incidents based on the at least one IT product and the one or more similar historical incidents, wherein the asset relationships relate together one or more applications and/or one or more services associated with providing the at least one IT product;
• generating a routing rule based on the assigned asset relationships and the one or more similar historical incidents, the routing rule identifying a resolution team for the two or more incidents;
• generating a resolution for the two or more incidents, the resolution comprising a solution to the two or more incidents, the generating the resolution comprising:
• automatically generating one or more recommendations based, at least in part, on the two or more incidents and the solution to the two or more incidents;
• selecting a recommendation from the one or more recommendations;
• and
• assigning the two or more incidents with the recommendation to the identified resolution team;
• escalating the two or more incidents based, at least in part, on at least one of the classifying or a prioritization level associated with one or more of the two or more incidents;
• and
• alerting, based on the routing rule and the escalating, the identified resolution team to resolve the two or more incidents.

A computer-program product comprising a non-transitory computer-usable medium having computer-readable program code embodied therein, the computer-readable program code adapted to be executed to implement a method for incident ticket management comprising:

• receiving input data comprising information relating to a plurality of incidents;
• classifying the plurality of incidents at least based on natural language processing of the input data, the classifying yielding one or more information technology (IT) products impacted by the plurality of incidents;
• correlating the classified plurality of incidents to identify at least one pattern in the classified plurality of incidents, wherein the at least one pattern is identified based on the one or more IT products, incident type, and time, wherein the at least one pattern relates to two or more incidents of the plurality of incidents, and wherein at least one IT product of the one or more IT products is impacted by the two or more incidents;
• analyzing historical incident data to identify one or more similar historical incidents based on the at least one pattern;
• assigning asset relationships for the two or more incidents based on the at least one IT product and the one or more similar historical incidents, wherein the asset relationships relate together one or more applications and/or one or more services associated with providing the at least one IT product;
• generating a routing rule based on the assigned asset relationships and the one or more similar historical incidents, the routing rule identifying a resolution team for the two or more incidents;
• generating a resolution for the two or more incidents, the resolution comprising a solution to the two or more incidents, the generating the resolution comprising:
• automatically generating one or more recommendations based, at least in part, on the two or more incidents and the solution to the two or more incidents;
• selecting a recommendation from the one or more recommendations;
• and
• assigning the two or more incidents with the recommendation to the identified resolution team;
• escalating the two or more incidents based, at least in part, on at least one of the classifying or a prioritization level associated with one or more of the two or more incidents;
• and
• alerting, based on the routing rule and the escalating, the identified resolution team to resolve the two or more incidents.