International Business Machines Corporation
Automated incident prioritization in network monitoring systems

Abstract:

Aspects of the present invention disclose a method for automated incident prioritization in network monitoring systems. The method includes one or more processors determining historical sentiment impact scores for one or more incident parameters based at least in part on textual content of customer feedback and changes of a customer sentiment during a time period corresponding to one or more system incidents of the time period. The method further includes assigning a classification to the one or more system incidents, wherein the classification corresponds to the one or more incident parameters. The method further includes determining an active incident sentiment impact score for each of one or more active incidents. The method further includes applying the active incident sentiment impact scores as a factor to prioritize incident handling of the one or more active incidents.