ReAct: A system for recommending actions for rapid resolution of IT service incidents

Abstract

In this paper, we present a system called ReActwhich, given a problem/incident description, helps the serviceagents to easily identify set of actions and the possible actionsequence to resolve the issue mentioned in the ticket. Theframework uses unstructured text analysis on historical ticketdata to find the next best action steps and uses visualization tohelp user choose the most suitable option.