Claims:WE CLAIM:
1. A method for classifying software production incident tickets, the method comprising:
receiving, via a processor, an incident ticket;
extracting, via the processor, a plurality of keywords from the incident ticket;
deriving, via the processor, a query vector corresponding to the incident ticket based on the plurality of keywords; and
classifying, via the processor, the incident ticket into at least one of a positive mechanization incident ticket and a negative mechanization incident ticket based on a comparison of the query vector and a plurality of vectors derived from a plurality of past incident tickets, wherein the plurality of vectors are derived based on a plurality of keywords and their corresponding occurrences in the plurality of past incident tickets.

2. The method of claim 1, wherein extracting the plurality of keywords comprises pre-processing the incident ticket for stemming or for removing at least one stop word.

3. The method of claim 1, further comprising determining a unique number representation for each of the plurality of keywords.

4. The method of claim 1, further comprising deriving the plurality of vectors from the plurality of past incident tickets by:
categorizing the plurality of past incident tickets in an incident repository into at least two category based on a mechanization status;
for each category, extracting the plurality of keywords from the plurality of past incident tickets; and
for each category, deriving the plurality of vectors based on the plurality of keywords and their corresponding occurrences in plurality of past incident tickets.

5. The method of claim 4, wherein deriving the plurality of vectors comprises deriving the plurality of vectors for at least one of all keywords, noun keywords, and verb keywords.

6. The method of claim 4, wherein deriving the plurality of vectors comprises deriving the plurality of vectors for at least one of a mode, a median, and a range for the plurality of keywords.

7. The method of claim 4, wherein deriving the plurality of vectors comprises normalizing each of the plurality of vectors.

8. The method of claim 1, wherein classifying comprises performing a nearest neighbor classification based on at least one of a similarity and a dissimilarity between the query vector and the plurality of vectors.

9. The method of claim 8, wherein the similarity comprises a cosine similarity, wherein the dissimilarity comprises a Euclidean distance, and wherein performing the nearest neighbor classification comprises determining a decision parameter based on the cosine similarity and the Euclidean distance.

10. The method of claim 1, wherein classifying further comprises deriving one or more feature matrices based on the plurality of vectors, and comparing the query vector and the one or more feature matrices.

11. The method of claim 1, further comprising resolving the incident ticket using an existing solution for the positive mechanization incident ticket by:
identifying the existing solution from a plurality of existing solutions indexed in a knowledge repository based on the incident ticket; and
invoking one or more scripts associated with the existing solution.

12. The method of claim 11, further comprising updating the incident repository with the incident ticket and, for the positive mechanization incident ticket, with the existing solution.

13. A system for classifying software production incident tickets, the system comprising:
at least one processor; and
a computer-readable medium storing instructions that, when executed by the at least one processor, cause the at least one processor to perform operations comprising:
receiving an incident ticket;
extracting a plurality of keywords from the incident ticket;
deriving a query vector corresponding to the incident ticket based on the plurality of keywords;
classifying the incident ticket into at least one of a positive mechanization incident ticket and a negative mechanization incident ticket based on a comparison of the query vector and a plurality of vectors derived from a plurality of past incident tickets, wherein the plurality of vectors are derived based on a plurality of keywords and their corresponding occurrences in the plurality of past incident tickets.

14. The system of claim 13, wherein the operations further comprise determining a unique number representation for each of the plurality of keywords.

15. The system of claim 13, wherein the operations further comprise deriving the plurality of vectors from the plurality of past incident tickets by:
categorizing the plurality of past incident tickets in an incident repository into at least two category based on a mechanization status;
for each category, extracting the plurality of keywords from the plurality of past incident tickets; and
for each category, deriving the plurality of vectors based on the plurality of keywords and their corresponding occurrences in plurality of past incident tickets.

16. The system of claim 15, wherein deriving the plurality of vectors comprises deriving the plurality of vectors for at least one of all keywords, noun keywords, and verb keywords.

17. The system of claim 15, wherein deriving the plurality of vectors comprises deriving the plurality of vectors for at least one of a mode, a median, and a range for the plurality of keywords.

18. The system of claim 13, wherein classifying comprises performing a nearest neighbor classification based on at least one of a similarity and a dissimilarity between the query vector and the plurality of vectors, wherein the similarity comprises a cosine similarity, wherein the dissimilarity comprises a Euclidean distance, and wherein performing the nearest neighbor classification comprises determining a decision parameter based on the cosine similarity and the Euclidean distance.

19. The system of claim 13, wherein the operations further comprise resolving the incident ticket using an existing solution for the positive mechanization incident ticket by:
identifying the existing solution from a plurality of existing solutions indexed in a knowledge repository based on the incident ticket; and
invoking one or more scripts associated with the existing solution.

Dated this 18th day of January 2016
Swetha SN
Of K&S Partners
Agent for the Applicant
, Description:TECHNICAL FIELD
This disclosure relates generally to information technology infrastructure management, and more particularly to system and method for classifying and resolving software production incident tickets.