Schmeiser, Olsen & Watts
Leveraging user-to-tool interactions to automatically analyze defects in IT services delivery
An approach is presented for identifying related problem tickets in an information technology (IT) environment. A pattern of actions included in interactions with a computer program is determined to be effective at proactively preventing a problem in the IT environment based on a frequency at which user(s) performed the interactions which perform text and statistical analyses of content of historical problem tickets. A script based on the pattern of actions is generated. A root cause of the problem is determined based on the text and statistical analyses. Responsive to a receipt of a new problem ticket, the script is executed to automatically perform the pattern of actions. The new problem ticket is classified as being in a group of problem tickets which are related to the problem and included in the historical problem tickets. The new problem ticket is determined to specify the problem which has the root cause.
International Business Machines Corporation
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James R. Srikanth G. Winnie Wing-Yee Aliza R. Jia Anuradha Daniela Mithkal M. Anshu N.
Moulic Tamilselvam Cheng Heching Liu Bhamidipaty Rosu Smadi Jain