Problem record signature generation, classification and search in problem determination

A computer readable storage medium embodying instructions executed by a processor to perform a method for problem determination and resolution in an information technology (IT) system, comprising:

• receiving a problem ticket;
• searching a database for a plurality of problem features based on data included in the problem ticket;
• extracting the plurality of problem features from the database;
• generating a problem signature corresponding to the problem ticket, wherein the problem signature comprises at least one non-textual feature extracted from the plurality of problem features;
• identifying a set of features present in a plurality of problem signatures in a problem signature and solution repository, wherein the set of features comprises only features that are not present in the generated problem signature;
• generating a notification suggesting that the set of features be added to the generated problem signature;
• identifying at least one feature from the set of features to be added to the generated problem signature;
• and
• augmenting the generated problem signature with the at least one identified feature from the set of features.

A computer readable storage medium embodying instructions executed by a processor to perform a method for self-learning relevant features of a problem signature, comprising:

• receiving the problem signature and an associated problem solution;
• identifying a set of stored problem signatures in a problem signature and solution repository, wherein each stored problem signature is associated with a stored problem solution that is substantially similar to the problem solution associated with the received problem signature, and each stored problem signature comprises a plurality of features;
• generating a set of common features, wherein each feature in the set of common features is present in each stored problem signature;
• applying a first weighting factor to each of the plurality of features in the plurality of stored problem signatures that are present in the set of common features;
• and
• applying a second weighting factor to each of the plurality of features in the plurality of stored problem signatures that are not present in the set of common features.

A computer readable storage medium embodying instructions executed by a processor to perform a method for problem determination and resolution in an information technology (IT) system, comprising:

• receiving a problem ticket;
• searching a database for a plurality of problem features based on data included in the problem ticket;
• extracting the plurality of problem features from the database;
• and
• generating a problem signature corresponding to the problem ticket, wherein the problem signature comprises at least one non-textual feature extracted from the plurality of problem features, wherein
• extracting the plurality of problem features comprises extracting ticket data from a problem tickets database, and
• extracting the ticket data from the problem tickets database comprises extracting non-structured text data and structured data.