Abstract: A technique is provided for providing resolution to tickets in an incident management system. The technique includes dynamically creating, by an analytics module, a taxonomy based on at least a database comprising one or more historical tickets, a description of incidents corresponding to each of the one or more historical tickets, and a corresponding resolution of each of the incidents. The technique further includes receiving, by an input module, one or more current tickets corresponding to an incident encountered by a user. The technique further includes, determining, by a pre-processing module, incident data corresponding to the received one or more current tickets based on pre-processing each of the one or more current tickets. Furthermore, a learning module determines one or more resolution steps corresponding to the received one or more current tickets based on at least the dynamically created taxonomy and the determined incident data.

Abstract: This disclosure relates generally to incident ticket management, and more particularly to system and method for predicting relevant resolution for an incident ticket. In one embodiment, a method is provided for predicting a relevant resolution for an incident ticket. The method comprises receiving the incident ticket, analyzing the incident ticket to determine at least one query Ngram and at least one category, determining a similar past incident ticket based on a comparison of the at least one query Ngram and at least one Ngram derived from each of a plurality of past incident tickets belonging to the at least one category, and predicting the relevant resolution based on one or more resolution mapped to the similar past incident ticket.