Predicting the severity of an active support ticket
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United States of America Patent
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Oct 10, 2017
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app pub date -
Sep 19, 2014
filing date -
Jun 2, 2014
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Abstract
An issue tracking system capable of predicting the likelihood that an outcome of interest will occur during the lifecycle of an active support ticket. The likelihood can be represented as a severity index score. The issue tracking system can apply a predictive algorithm on attributes of the active support ticket to generate the severity index score. The predictive algorithm to use can depend on the outcome of interest while the correlation factors used to configure the predictive algorithm can depend on support tickets that have already been completed.
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