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, during an issue creation process before an issue is submitted:
• receive an unstructured user input expressing an issue description and comprising one or more query keywords;
• query a database of historic issue data to determine historic issues from the historic issue data that are relevant to the one or more query keywords and, in response to the determination, extract request types from the historic issues;
• generate, from the extracted request types, a list of possible request types for allocation to the unstructured user input, wherein the querying and the generating facilitate conversion of the unstructured user input to structured data that is representative of the unstructured user input and processable by the issue tracking system after the issue is submitted;
• receive a user input of a particular request type selected from the list of possible request types and, in response to the receiving the user input of the particular request type, allocate the particular request type to the issue, wherein the issue is submitted to the issue tracking system for routing the issue to an appropriate service desk according to the particular request type.

One or more non-transitory machine-readable storage media storing one or more sequences of program instructions which, when executed by one or more computing devices, cause performing:

• receiving an unstructured user input expressing an issue description and comprising one or more query keywords;
• querying a database of historic issue data to determine historic issues from the historic issue data that are relevant to the one or more query keywords and, in response to the determination, extracting request types from the historic issues;
• generating, from the extracted request types, a list of possible request types for allocation to the unstructured user input, wherein the querying and the generating facilitate conversion of the unstructured user input to structured data that is representative of the unstructured user input and processable by the issue tracking system after the issue is submitted;
• receiving a user input of a particular request type selected from the list of possible request types and, in response to the receiving the user input of the particular request type, allocating the particular request type to the issue, wherein the issue is submitted to the issue tracking system for routing the issue to an appropriate service desk according to the particular request type.