Method for discovering problem resolutions in a free form computer helpdesk data set
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United States of America Patent
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Dec 7, 2004
Grant Date -
N/A
app pub date -
Apr 4, 2000
filing date -
Apr 4, 2000
priority date (Note) -
Expired
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Abstract
A method and structure for discovering problem resolution in a helpdesk data set of problem tickets is based on using an enumerated set of phrases that have been identified as indicating diagnosis, instruction, or corrective action. A count of these phrases is then obtained and used along with any accompanying structured information to score each problem ticket. The tickets are then sorted so that the most useful problem tickets appear first.
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