Inventors:
Hai Huang - White Plains NY, US
Yaoping Ruan - White Plains NY, US
Debanjan Saba - Mohegan Lake NY, US
Ramendra K. Sahoo - Mohegan Lake NY, US
Sambit Sahu - Hopewell Junction NY, US
Anees A. Shaikh - Yorktown Heights NY, US
Assignee:
International Business Machines Corporation - Armonk NY
International Classification:
G06F 17/30
Abstract:
The structure attributes and unstructured attributes of a ticket are used to generate a problem signature. For structured attributes, correlation between field values is determined and fields with the highest weight are identified. For unstructured attributes, data mining techniques are applied to generate a plurality of keywords with a ranking for each ticket by identifying keywords, and commonly used acronyms and corpus variances. The set of structured attributes and the plurality of keywords from unstructured attributes form the signature of a given problem ticket.