Dynamic categorization of it service tickets using natural language description

A computer system, the computer system comprising:

• one or more processors, one or more computer-readable memories, one or more computer-readable tangible storage medium, and program instructions stored on at least one of the one or more tangible storage medium for execution by at least one of the one or more processors via at least one of the one or more memories, wherein the computer system is capable of performing a method comprising:
• logging the IT service ticket when text is entered into a description field;
• creating a filtered description field by removing triggers from the text entered into the description field;
• computing a set of exponential weights based on the text in the filtered description field;
• assigning the set of exponential weights to each word in the filtered description field;
• multiplying the set of exponential weights by a TF-IDF score associated with each word;
• and
• determining an IT service ticket category based on a result generated by the multiplying.

A computer program product transforming a general-purpose computer into a special-purpose computer, the computer program product comprising:

• one or more computer-readable tangible storage medium and program instructions stored on at least one of the one or more tangible storage medium, the program instructions executable by a processor capable of performing a method, the method comprising:
• logging the IT service ticket when text is entered into a description field;
• creating a filtered description field by removing triggers from the text entered into the description field;
• computing a set of exponential weights based on the text in the filtered description field;
• assigning the set of exponential weights to each word in the filtered description field;
• multiplying the set of exponential weights by a TF-IDF score associated with each word;
• and
• determining an IT service ticket category based on a result generated by the multiplying.