Claims:WE CLAIM
1. A method for determining a resolution for an incident ticket, the method comprising:
dynamically determining, via an incident ticket resolution engine, a signature of the incident ticket based on a description of the incident ticket; and
determining, via the incident ticket resolution engine, a resolution code based on the signature using a knowledge graph model, wherein the knowledge graph model is derived, from a plurality of past incident tickets and a plurality of corresponding resolutions, by determining a set of unique signatures and a set of corresponding resolution codes.

2. The method of claim 1, further comprising:
receiving the incident ticket from an incident ticket handling agent; and
rendering the resolution, to the incident ticket handling agent for resolving the incident ticket, based on the resolution code.

3. The method of claim 1, wherein the signature corresponds to a problem type in the incident ticket.

4. The method of claim 1, wherein dynamically determining the signature comprises:
determining a plurality of n-grams and a corresponding weightage from the description based on a pre-defined value of n and a frequency of terms in the description; and
selecting one of the plurality of n-grams as the signature based on the corresponding weightage

5. The method of claim 1, wherein each of the set of unique signatures corresponds to a recurring problem type in the plurality of past incident tickets.

6. The method of claim 1, wherein further comprising:
building a knowledge graph based on the plurality of past incident tickets and the plurality of corresponding resolutions; and
deriving the knowledge graph model based on the knowledge graph.

7. The method of claim 6, wherein building the knowledge graph comprises determining the set of unique signatures and the set of corresponding resolution codes.

8. A system for determining a resolution for an incident ticket, 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:
dynamically determining a signature of the incident ticket based on a description of the incident ticket; and
determining a resolution code based on the signature using a knowledge graph model, wherein the knowledge graph model is derived, from a plurality of past incident tickets and a plurality of corresponding resolutions, by determining a set of unique signatures and a set of corresponding resolution codes.

9. The system of claim 8, wherein the operations further comprise:
receiving the incident ticket from an incident ticket handling agent; and
rendering the resolution, to the incident ticket handling agent for resolving the incident ticket, based on the resolution code.

10. The system of claim 8, wherein dynamically determining the signature comprises:
determining a plurality of n-grams and a corresponding weightage from the description based on a pre-defined value of n and a frequency of terms in the description; and
selecting one of the plurality of n-grams as the signature based on the corresponding weightage.

11. The system of claim 8, wherein the signature corresponds to a problem type in the incident ticket, and wherein each of the set of unique signatures corresponds to a recurring problem type in the plurality of past incident tickets.

12. The system of claim 8, wherein the operations further comprise:
building a knowledge graph based on the plurality of past incident tickets and the plurality of corresponding resolutions; and
deriving the knowledge graph model based on the knowledge graph.

13. The system of claim 12, wherein building the knowledge graph comprises determining the set of unique signatures and the set of corresponding resolution codes.

Dated this 6th day of March, 2017

Swetha SN
Of K&S Partners
Agent for the Applicant
, Description:TECHNICAL FIELD
This disclosure relates generally to incident ticket management, and more particularly to system and method for determining resolution for incident tickets.