US 2016/0110723 A1 · ISSUE EXTRACTION BASED ON TICKET MINING

Abstract

Described herein are a method and a system for extracting issues based on ticket mining. In one implementation, a plurality of tickets comprising descriptions of the issues in computing systems are received. The received descriptions are then cleaned by removing unwanted details. Upon cleaning, the clean descriptions are mapped with descriptions stored in service catalog data to obtain unmapped clean descriptions. In an example, the unmapped clean descriptions include one of user-generated descriptions, system-generated descriptions, and both the user-generated descriptions and the system-generated descriptions. For the user-generated descriptions; the issues are extracted by pre-processing the user-generated descriptions, determining keywords from the processed unmapped clean descriptions, constructing n-grams of keywords from the extracted keywords, and extracting the n-grams of keywords as the issues present in the computing systems.

Claims12

Dependent claims

A method for extracting issues based on ticket mining, the method comprising:

receiving a plurality of tickets comprising descriptions of the issues in computing systems;
cleaning the descriptions by removing unwanted details from the descriptions of the plurality of tickets;
mapping the clean descriptions with descriptions stored in service catalog data retrieved from a database, to obtain unmapped clean descriptions, wherein the unmapped clean descriptions include one of user-generated descriptions, system-generated descriptions, and both the user-generated descriptions and the system-generated descriptions;
and
extracting the issues from the unmapped clean descriptions, wherein for the user-generated descriptions, the extracting comprises:
pre-processing the unmapped clean descriptions;
determining keywords from the processed unmapped clean descriptions;
constructing n-grams of keywords from extracted keywords, the n-grams of keywords representing issues described in the extracted keywords;
and
extracting the n-grams of keywords as the issues present in the computing systems.

7 more elements

An issue extraction system for extracting issues based on ticket mining, the system comprising:

a processor;
a data preparation module, coupled to the processor, to:
receive a plurality of tickets comprising descriptions of the issues in computing systems;
and
clean the descriptions by removing unwanted details from the descriptions of the plurality of tickets;
a mapping module, coupled to the processor, to map the clean descriptions with descriptions present in service catalog data retrieved from a database, for obtaining unmapped clean descriptions, wherein the unmapped clean descriptions include one of user-generated descriptions, system-generated descriptions, and both the user-generated descriptions and the system-generated descriptions;
and
an issue extraction module coupled to the processor, wherein for the user-generated descriptions, the issue extraction module is adapted to:
pre-process the unmapped clean descriptions,
determine keywords from the processed unmapped clean descriptions,
construct n-grams of keywords from extracted keywords, the n-grams of keywords representing issues described in the extracted keywords, and
extract the n-grams of keywords as the issues present in the computing systems.

9 more elements

Dependencies are inferred from the claim text.

Issue extraction based on ticket mining

Life of this patent

Issue extraction based on ticket mining

Life of this patent

Abstract

Claims12