Claims:WE CLAIM
1. A method to update an incident ticket classification, the method comprising:
identifying, by an incident ticket classification system, one or more user-defined classes from one or more classes assigned to one or more incident tickets;
determining, by the incident ticket classification system, divergence of the one or more user-defined classes from one or more pre-defined classes associated with the incident ticket classification; and
updating, by the incident ticket classification system, the incident ticket classification based on the divergence.
2. The method of claim 1, wherein the divergence of one or more user-defined classes from the one or more pre-defined classes is determined based on dampening parameter ß, pre-defined weight assigned to the one or more class and number of one or more incident tickets.

3. The method of claim 2, wherein the dampening parameter ß is used to reduce the pre-defined weight of the one or more classes to save training time and to reduce error oscillations.

4. The method of claim 1, wherein updating the incident ticket classification based on the divergence further comprises:

generating a negative classification based on the one or more user-defined class; and
updating the one or more pre-defined class associated with the incident ticket classification based on the negative classification and the divergence.

5. The method of claim 4, wherein generating a negative classification based on the one or more user-defined classes further comprises:
assignment of one or more incident tickets to the one or more user-defined classes; or
reassignment of one or more incident tickets from the one or more pre-defined class to the one or more user-defined classes
6. An incident ticket classification system to update an incident ticket classification, the system comprising:
a memory; and
a processor coupled to the memory storing processor executable instructions which when executed by the processor causes the processor to perform operations comprising:
identifying one or more user-defined classes from one or more classes assigned to one or more incident tickets;
determining a divergence of the one or more user-defined classed from one or more pre-defined classes associated with the incident ticket classification; and
updating the incident ticket classification based on the divergence.

7. The incident ticket classification system of claim 6, the divergence of one or more user-defined classes from the one or more pre-defined classes is determined based on dampening parameter ß, pre-defined weight assigned to the one or more classes and number of one or more incident tickets.

8. The incident ticket classification system of claim 7, wherein the dampening parameter ß is used to reduce the pre-defined weight of the one or more classes to save training time and to reduce error oscillations.

9. The incident ticket classification system of claim 6, wherein the operation of updating the incident ticket classification based on the divergence further comprises:

generating a negative classification based on the one or more user-defined classes; and
updating the one or more pre-defined classes associated with the incident ticket classification based on the negative classification and the divergence.

10. The incident ticket classification of claim 6, wherein the operation of generating a negative classification based on the one or more user-defined classes further comprises:
assignment of one or more incident tickets to the one or more user-defined classes; or
reassignment of one or more incident tickets from the one or more pre-defined class to the one or more user-defined classes.
11. A non-transitory computer readable medium including instructions stored thereon that when processed by at least one processor causes a production surveillance device to perform operations comprising:
identifying one or more user-defined classes from one or more classes assigned to one or more incident tickets;
determining divergence of the one or more user-defined classed from one or more pre-defined classes associated with the incident ticket classification; and
updating the incident ticket classification based on the divergence..
12. The medium of claim 11, wherein the divergence of one or more user-defined classes from the one or more pre-defined classes is determined based on dampening parameter ß, pre-defined weight assigned to the one or more class and number of one or more incident tickets.

13. The medium of claim 12, wherein the dampening parameter ß is used to reduce the pre-defined weight of the one or more classes to save training time and to reduce error oscillations.

14. The medium of claim 11, wherein the operation of updating the incident ticket classification based on the divergence further comprises:

generating a negative classification based on the one or more user-defined class; and
updating the one or more pre-defined class associated with the incident ticket classification based on the negative classification and the divergence.

15. The medium of claim 11, wherein the operation of generating a negative classification based on the one or more user-defined classes further comprises:
assignment of one or more incident tickets to the one or more user-defined classes; or
reassignment of one or more incident tickets from the one or more pre-defined class to the one or more user-defined classes.

Dated this 30th day of July 2015
Shwetha A Chimalgi
Of K&S Partners
Agent for the Applicant
, Description:TECHNICAL FIELD
This disclosure relates generally to automatic classification of incident ticket, and more particularly to a system and method for improving the incident ticket classification.