INTELLIGENT TICKET ASSIGNMENT THROUGH SELF-CATEGORIZING THE PROBLEMS AND SELF-RATING THE ANALYSTS

摘要

Systems and methods for intelligent ticket assignment through self-categorizing the problems and self-rating the analysts may include a client information handling system and a ticketing information handling system that may have a ticketing processor subsystem. The ticketing processor subsystem may receive a problem ticket that may include a problem and associated problem information from the client information handling system. The ticketing processor subsystem may also categorize the problem into a problem category of a learned problem profile. The ticketing processor subsystem may also perform a rank ordering algorithm to order learned analyst profiles of analysts that may have resolved one or more of the learned problems associated with the learned problem profile. The ticketing processor subsystem may also assign one of the analysts of the rank ordered learned analyst profiles to the problem ticket.