Automating Incident Categorization in a Support Request System

Abstract

With the expansion of the role of IT, organizations tend to maintain a support request system/ Issue Tracking System (ITS) to handle issues. ITSs are designed to streamline the process of customer support and keep a track of all the reported issues. Incident Management (IM) makes efforts to re-establish standard business operations reducing the impact and maintaining the quality and availability [1]. An incident also refers to a ticket. The manual categorization of raised issues infers an improper assignment of incident tickets, cause delays in the entire procedure of dispatch. The focus of this research is to automate the incident categorization (IC) and transfer to the appropriate support group forecasting the resolution for frequent issues based on the past.