AI Enhanced Ticket Management System for optimized Support
Shubham Jain, Amit Gupta, Kumari Neha · 2024
Ticket management and monitoring are essential for maintaining operational efficiency in various applications such as IT Service Management (ITSM) Systems, Internal Support Ticket Systems, and Security Operations (SOC).These systems often share common objectives such as meetings SLAs, reducing efforts & thus costs by reducing redundancy, prioritizing tickets, and recommending resolution strategies.Ticket correlation to reduce redundancy and rule-based problem solution mapping have been in the field for decades, but such solutions are always constrained by limited efficiency.The present work proposes a unified AI-driven architecture that serves as the binding glue, integrating seamlessly with existing tools such as ServiceNow, SolarWinds, Jira, Splunk, and spreadsheets through a comprehensive suite of microservices.These microservices allow you to pick and choose the necessary components to support clustering, prioritizing, providing resolutions as per the business objective.For example, in security applications, the focus is on prioritizing ticket-based incident type & severity, while in ITSM scenario, the clustering is done based on issue root cause and solution similarity.Though semantic similarity is a common research area under NLP domain but in practical ITSM scenarios, clustering does not depend solely on the direct similarity between two reported issues; it also requires the amalgamation of spatial and temporal factors like device topology, timings, data source and dynamic cluster size.As part of our research, we have infused these spatial and temporal factors in the semantic similarity algorithms.By applying this adaptive AI approach to clustering, we achieved a Rand score of 0.96 compared to manually labeled tickets.This underscores the importance of incorporating domain knowledge and specific inputs to achieve high fidelity in ticket grouping.This adaptable platform-based approach results in a robust solution for modern IT support operations, leading to significant improvements in operational efficacy and time savings.