SYSTEM AND METHOD FOR CLASSIFYING AND RESOLVING SOFTWARE PRODUTION INCIDENT TICKETS

摘要

This disclosure relates to system and method for classifying and resolving software production incident tickets. In one embodiment, a method is provided for classifying software production incident tickets. The method comprises receiving an incident ticket, extracting a plurality of keywords from the incident ticket, and deriving a query vector corresponding to the incident ticket based on the plurality of keywords. The method further comprises classifying the incident ticket into at least one of a positive mechanization incident ticket and a negative mechanization incident ticket based on a comparison of the query vector and a plurality of vectors derived from a plurality of past incident tickets. The plurality of vectors are derived based on a plurality of keywords and their corresponding occurrences in the plurality of past incident tickets.Figure 5