Oracle Corporation
Information Technology Service Incident Ticket Assignment

Abstract:

Embodiments assign an information technology service ticket to a queue and a sub-queue for optimized servicing. Embodiments extract from the service ticket a summary of the service ticket and a description of the service ticket. Embodiments provide as input to a trained neural network model the summary and description, the trained neural network model including a coarse network and a fine network. Embodiments predict the queue using the coarse network and predict the sub-queue using the fine network. Embodiments determine an uncertainty loss for the neural network model and when the uncertainty loss is below a threshold, assign the service ticket to the predicted queue and sub-queue.