18132914. PERFORMING AUTOMATED TICKET CLASSIFICATION simplified abstract (Oracle International Corporation)
Contents
PERFORMING AUTOMATED TICKET CLASSIFICATION
Organization Name
Oracle International Corporation
Inventor(s)
Chunming Liu of Bellevue WA (US)
Kexin (Cathy) Cui of Bellevue WA (US)
Kai (Jason) Yin of Sammamish WA (US)
PERFORMING AUTOMATED TICKET CLASSIFICATION - A simplified explanation of the abstract
This abstract first appeared for US patent application 18132914 titled 'PERFORMING AUTOMATED TICKET CLASSIFICATION
Simplified Explanation: The patent application describes a system where tickets generated in response to system incidents are automatically labeled using a machine learning model to indicate if user attention is needed and the severity of the incident. Only tickets needing attention are provided to users for analysis, while others are discarded or stored. Tickets can also be sorted by severity level to prioritize incidents.
Key Features and Innovation:
- Automatic labeling of tickets using a machine learning model
- Identification of whether user attention is needed and severity of incidents
- Prioritization of incidents based on severity level
Potential Applications: The technology can be applied in various industries where incident management is crucial, such as IT, customer service, and maintenance operations.
Problems Solved: The system streamlines incident response by automating ticket labeling and prioritizing incidents based on severity, ensuring that critical issues are addressed promptly.
Benefits:
- Efficient incident management process
- Improved response time to critical incidents
- Enhanced user experience by focusing on high-priority issues
Commercial Applications: The technology can be utilized by IT companies, customer service centers, and maintenance departments to optimize incident management processes and improve overall operational efficiency.
Prior Art: Readers can explore existing patents related to incident management systems, machine learning in ticketing systems, and automated incident prioritization for further research.
Frequently Updated Research: Stay informed about advancements in machine learning algorithms for incident management systems and best practices for automating ticket labeling and incident prioritization.
Questions about Incident Management Systems: 1. How does automated ticket labeling improve incident response efficiency? 2. What are the key benefits of prioritizing incidents based on severity levels?
Original Abstract Submitted
According to certain implementations, tickets generated in response to system incidents may be automatically labeled utilizing a trained machine learning model, where such labels indicate () whether the ticket needs user attention and/or () a severity of the incident that prompted the ticket. Only tickets labeled as needing attention may be provided to users (such as systems engineers) for additional analysis, and tickets labeled as not needing user attention may be discarded and/or stored without being delivered to a user for additional analysis. Tickets may also be sorted according to a severity of the incident associated with the ticket, which may ensure that incidents with a higher severity level are prioritized over incidents with a lower severity level.
