ReAct: A System for Recommending Actions for Rapid Resolution of IT Service Incidents

Abstract

In this paper, we present a system called ReAct which, given a problem/incident description, helps the service agents to easily identify set of actions and the possible action sequence to resolve the issue mentioned in the ticket. Th eframework uses unstructured text analysis on historical ticket data to find the next best action steps and uses visualization to help user choose the most suitable option.