Claims:WE CLAIM

1. A method for determining automation sequences for resolution of an incident ticket, the method comprising:
retrieving, by an automation system, data associated with plurality of incident tickets received from a ticketing system during a predefined time duration;
grouping, by the automation system, the plurality of incident tickets into one or more clusters based on the data;
receiving, by the automation system, a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices;
identifying, by the automation system, similarity among sequences of the plurality of user actions for each ticket cluster;
grouping, by the automation system, the sequences of the plurality of user actions into one or more buckets based on the similarity; and
determining, by the automation system, automation sequences for resolution of the incident ticket by correlating the data associated with plurality of incident tickets with one or more buckets of the sequences.

2. The method as claimed in claim 1, wherein the data associated with the plurality of incident tickets comprises description of issues associated with each of the tickets.

3. The method as claimed in claim 1, wherein the plurality of user actions comprise information about at least one of launching an application, mouse and cursor movement, types of keystrokes, touch screen data, web portal access data, remote device access data, navigations across different applications, command and data entered and field data.

4. The method as claimed in claim 3, wherein the field data comprise application name, keys pressed by the users, location data of the key pressed, timestamps and user details performing the user actions.

5. The method as claimed in claim 1, wherein identifying similarity among sequences of the plurality of user actions comprises:
assigning, by the automation system, a unique identifier to each type of action of the plurality of user actions;
identifying, by the automation system, one or more parameterized variables between each pair of sequences based on greatest common sub-sequence between each pair of sequences; and
assigning, by the automation system, a score to the each pair of sequences based on the one or more parameterized variables and one or more parameters, wherein the score indicates similarity among sequences of the plurality of the user actions.

6. The method as claimed in claim 5, wherein the one or more parameters comprise at least one of length of matched patterns between the pair of sequences, number of the one or more parameterized variables in the pair of sequences, sequences matching at end points and in between in the pair of the sequences.

7. The method as claimed in claim 1 further comprising eliminating the one or more buckets based on minimum number of sequences in the corresponding bucket.

8. An automation system for determining automation sequences for resolution of an incident ticket comprising:
a processor; and
a memory communicatively coupled to the processor, wherein the memory stores processor instructions, which, on execution, causes the processor to:
retrieve data associated with plurality of incident tickets received from a ticketing system during a predefined time duration;
group the plurality of incident tickets into one or more clusters based on the data;
receive a plurality of user actions associated with the plurality of incident tickets performed across a plurality of user devices;
identify similarity among sequences of the plurality of user actions for each ticket cluster;
group the sequences of the plurality of user actions into one or more buckets based on the similarity; and
determine automation sequences for resolution of the incident ticket by correlating the data associated with the plurality of incident tickets with one or more buckets of the sequences.

9. The automation system as claimed in claim 8, wherein the data associated with the plurality of incident tickets comprises description of issues associated with each of the tickets.

10. The automation system as claimed in claim 8, wherein the plurality of user actions comprise information about at least one of launching an application, mouse and cursor movement, types of keystrokes, touch screen data, web portal data, remote device access data, navigations across different applications, command and data entered and field data.

11. The automation system as claimed in claim 10, wherein the field data comprise application name, keys pressed by the users, location data of the key pressed, timestamps and user details performing the user actions.

12. The automation system as claimed in claim 8, wherein the processor identifies similarity among sequences of the plurality of user actions by:
assigning a unique identifier to each type of action of the plurality of user actions;
identifying one or more parameterized variables between each pair of sequences based on greatest common sub-sequence between each pair of sequences; and
assigning a score to the each pair of sequences based on the one or more parameterized variables and one or more parameters, wherein the score indicates similarity among sequences of the plurality of the user action.

13. The automation system as claimed in claim 12, wherein the one or more parameters comprise at least one of length of matched patterns between the pair of sequences, number of the one or more parameterized variables in the pair of sequences, sequences matching at end points and in between in the pair of the sequences.

14. The automation system as claimed in claim 8, wherein the processor eliminates the one or more buckets based on minimum number of sequences in the corresponding bucket.

Dated this 30th day of July, 2016

R Ramya Rao
Of K&S Partners
Agent for the Applicant
, Description:TECHNICAL FIELD

The present subject matter is related in general to the field of incident ticket resolution, more particularly, but not exclusively to a method and system for determining automation sequences for resolution of an incident ticket.