Systems and methods for issue tracking systems

An issue tracking system used for creating and tracking of issues, the system comprises:

• one or more processors,
• one or more non-transitory computer-readable storage media storing sequences of instructions which, when executed by the one or more processors, cause the one or more processors to:
• extract one or more query keywords from a query comprising an issue description received from a client terminal, wherein the one or more query keywords comprise one or more of specialist language, slang, or a foreign language term, wherein the issue description comprises an unstructured user request, problem, or question;
• query a subset of historic issue data, said historic issue data including issues maintained by a server of the issue tracking system, each issue being defined by a request type and a request data, the request data comprising historic issue descriptions, wherein the historic issue descriptions comprise an unstructured request, problem, or question of other users, wherein the subset comprises a selected number of most recent issues entered in the issue tracking system, wherein the querying a subset of historic issue data comprises:
• locating one or more historic issues that include the one or more query keywords in the request data,
• extracting the request type of each of the located one or more historic issues,
• generating a list of the most popular request types of the shortlisted one or more historic issues.

A computer implemented method for use in an issue editing process in an issue tracking system, the method comprising:

• receiving a query comprising one or more query keywords, wherein the one or more keywords comprise one or more of specialist language, slang, or a foreign language term, wherein the query comprises an unstructured user request, problem, or question;
• querying a request type table, said request type table including a list of predefined system request type names;
• locating one or more request type names that include the one or more query keywords;
• querying a service desk table, said service desk table including a list of service desk names;
• locating one or more service desk names that include the one or more query keywords;
• querying a subset of historic issue data, said historic issue data including issues maintained by the issue tracking system, each issue being defined by a request type and request data, the request data comprising historic issue descriptions, wherein the historic issue descriptions comprise an unstructured request, problem, or question of other users, wherein the subset comprises a selected number of most recent issues entered in the issue tracking system, wherein the querying comprises:
• locating one or more historic issues that include the one or more query keywords in the request data;
• extracting the request type of each of the shortlisted one or more historic issues;
• generating a list of the most popular request type of the shortlisted one or more historic issues;
• displaying the request types and service desk names in a graphical user interface display.