Increasing Efficiency and Effectiveness of Support Engineers in Resolving Problem Tickets

摘要

Determining next actions for resolution of a plurality of problem tickets is provided. A set of quantitative metrics corresponding to the plurality of problem tickets is identified. A set of qualitative indicators corresponding to the plurality of problem tickets is identified. Each of the plurality of problem tickets contains textual descriptions of respective problems. The plurality of problem tickets is prioritized based on the set of quantitative metrics and the set of qualitative indicators. A next action to be taken is determined for each of the plurality of problem tickets based on the set of quantitative metrics and the set of qualitative indicators.