Solving problems in data processing systems based on text analysis of historical data

摘要

Methods for determining solutions to a problem experienced by a data processing system user. A query is received from the user, which includes a problem description of the problem experienced by the user with respect to the data processing system. One or more keywords are extracted from the received problem description. An index of problems and associated solutions is searched using the extracted keywords. The index of problems and associated solutions is created by analyzing a document collection describing problems and associated solutions with a text analytics application. One or more documents are returned that contains words or phrases that are similar to the keywords used for searching the index of problems and associated solutions. The documents relevant for the problem and associated solutions are presented to the user.