Abstract: A natural language incident report resolution method and system are provided. Natural language incident reports received from a user are analyzed to determine a category associated with the incident. A database of existing incidents is analyzed to determine whether a report for the incident has already been submitted. The current status or state of the device associated with the incident is then ascertained and the incident, if new, is added to an incident database. If the incident is preexisting, the incident in the database is updated with the current status. A solution database is then queried to determine any solutions, automatic or manual workflows, that may correct the error or fault associated with the incident. The determined solution is communicated to the device associated with the incident for implementation.

Abstract: A natural language incident report resolution method and system are provided. Natural language incident reports received from a user are analyzed to determine a category associated with the incident. A database of existing incidents is analyzed to determine whether a report for the incident has already been submitted. The current status or state of the device associated with the incident is then ascertained and the incident, if new, is added to an incident database. If the incident is preexisting, the incident in the database is updated with the current status. A solution database is then queried to determine any solutions, automatic or manual workflows, that may correct the error or fault associated with the incident. The determined solution is communicated to the device associated with the incident for implementation.