System and method for incident processing through a correlation model

摘要: Disclosed is a method, system and computer program for correlating an incident service ticket with resource ticket. The method includes, in response to creation of certain category; searching data processor open tickets the same or similar based on set similarity rules corresponding critical configuration items defined business and, if both searches succeed, found ordered by time using match found, declaring be correlated matching exemplary embodiments further provide that, do not obtaining input from dependency tree no related category are identified then concluding performance otherwise items. If associated available performs constraint adaptive probing resources determined attempt generate at least one ticket, search any that generated