Claims:WE CLAIM
1. A method of providing resolution to tickets in an incident management system, the method comprising:
dynamically creating, by an analytics module, a taxonomy based on at least a database comprising one or more historical tickets, a description of incidents corresponding to each of the one or more historical tickets, and a corresponding resolution of each of the incidents;
receiving, by an input module, one or more current tickets corresponding to an incident encountered by a user;
determining, by a pre-processing module, incident data corresponding to the received one or more current tickets based on pre-processing each of the one or more current tickets;
determining, by a learning module, one or more resolution steps corresponding to the received one or more current tickets based on at least the dynamically created taxonomy and the determined incident data.

2. The method of claim, wherein the dynamic creation of the taxonomy comprises:
initializing a database with the one or more ticket dumps corresponding to one or more historical tickets; and
classifying the one or more historical tickets stored in the database, based on at least the incident description and a corresponding resolution of the incident.

3. The method of claim 2, wherein the one or more ticket dumps comprise at least: an identification of a ticket, summary of a ticket, severity of a ticket, time of reporting a ticket, time of resolution of a ticket, a category of resolution of a ticket.

4. The method of claim 1, wherein the incident data corresponds to at least: a category of the incident, a severity of the incident, a domain of an incident.

5. The method of claim 1, wherein the determination of the incident data comprises iteratively determining, via a clarification module, one or more additional inputs corresponding to the one or more current tickets, from the user.

6. The method of claim 1, wherein the pre-processing of the one or more current tickets is performed based on at least a Natural Language Processing (NLP) algorithm and a text analyzer.

7. The method of claim 1, further comprising performing incremental learning, by the learning module, based on the determined one or more resolution steps corresponding to the one or more current tickets.

8. The method of claim 1, wherein the one or more resolution steps are executed automatically by an output module, for resolving the incident encountered by the user.

9. A system for providing resolution to tickets in an incident management system, the system comprising:
a processor; and
a memory communicatively coupled to the processor, wherein the memory stores the processor-executable instructions, which, on execution, causes the processor to:
dynamically create a taxonomy based on at least a database comprising one or more historical tickets, a description of incidents corresponding to each of the one or more historical tickets, and a corresponding resolution of each of the incidents;
receive one or more current tickets corresponding to an incident encountered by a user;
determine incident data corresponding to the received one or more current tickets based on pre-processing each of the one or more current tickets;
determine one or more resolution steps corresponding to the received one or more current tickets based on at least the dynamically created taxonomy and the determined incident data

10. The system of claim 9, wherein the dynamic creation of the taxonomy comprises:
initializing a database with the one or more ticket dumps corresponding to one or more historical tickets; and
classifying the one or more historical tickets stored in the database, based on at least the incident description and a corresponding resolution of the incident.

11. The system of claim 10, wherein the one or more ticket dumps comprise at least: an identification of a ticket, summary of a ticket, severity of a ticket, time of reporting a ticket, time of resolution of a ticket, a category of resolution of a ticket.

12. The system of claim 9, wherein the incident data corresponds to at least: a category of the incident, a severity of the incident, a domain of an incident.

13. The system of claim 9, wherein the determination of the incident data comprises iteratively determining, via a clarification module, one or more additional inputs corresponding to the one or more current tickets, from the user.

14. The system of claim 9, wherein the pre-processing of the one or more current tickets is performed based on at least a Natural Language Processing (NLP) algorithm and a text analyzer.

15. The system of claim 9, further comprising performing incremental learning, by the learning module, based on the determined one or more resolution steps corresponding to the one or more current tickets.

16. The system of claim 9, wherein the one or more resolution steps are executed automatically by an output module, for resolving the incident encountered by the user.

Dated this 28th day of November, 2016

R Ramya Rao
Of K&S Partners
Agent for the Applicant
, Description:TECHNICAL FIELD
This disclosure relates generally to incident management system, and more particularly to method and system for providing resolution to tickets in an incident management system.