Resolving the message riddle: A multi-pronged approach to infer trouble tickets

Abstract

Today's IT systems heavily rely on IT support for smoother and faster operations. Any application or infrastructure issue is reported by tools or end-users in the form of a trouble ticket. The information about actual issue is hidden inside these ticket descriptions and is provided in different ways. In this paper, we address the problem of extracting the issues from these ticket descriptions. We break the problem into different sub-problems each presenting different challenges and hence requiring different solutions! We present our experience of applying theory into practice by presenting a real-world case-study.