Abstract: This disclosure relates generally to incident management, and more particularly to system and method for managing resolution of an incident ticket. In one embodiment, an incident management device for managing resolution of the incident ticket is disclosed. The incident management device comprises a processor and a memory communicatively coupled to the processor. The memory stores processor instructions, which, on execution, causes the processor to identify an incident ticket state based on data associated with the incident ticket. The processor further determines one or more resolution performance indicators related to the incident ticket state and rates the incident ticket based on a rating for each resolution performance indicator of the one or more resolution performance indicators.

Abstract: This disclosure relates generally to incident management, and more particularly to methods and systems for evaluating an incident ticket. In one embodiment, an incident evaluating device for evaluating an incident ticket is disclosed. The incident evaluating device comprises a processor and a memory communicatively coupled to the processor. The memory stores processor instructions, which, on execution, causes the processor to analyze data associated with the incident ticket. The processor determines completeness of incident resolution of the incident ticket based on the analysis and rates the incident ticket based on the completeness of the incident resolution.

Abstract: This disclosure relates generally to automatic classification of incident ticket, and more particularly to a system and method for improving the incident ticket classification. An incident ticket classification system to update an incident ticket classification, the system comprising: a memory; and a processor coupled to the memory storing processor executable instructions which when executed by the processor causes the processor to perform operations comprising: identifying one or more user-defined classes from one or more classes assigned to one or more incident tickets; determining, divergence of the one or more user-defined classes from one or more pre-defined classes associated with the incident ticket classification; and updating, the incident ticket classification based on the divergence.