The objective is to predict the impact of the incidents/complaints raised by the customers from a service desk platform of an IT company to improve their service. A data set which contains the event log of an incident management process extracted from the service desk platform of an IT company was used to carry out this project.
The dataset features are:
ID:
Incident identifier
ID_status:
Eight levels controlling the incident management process transitions from opening until closing the case
active:
Boolean attribute that shows whether the record is active or closed/canceled
count_reassign:
Number of times the incident has the group or the support analysts changed
count_opening:
Number of times the incident resolution was rejected by the caller
count_updated:
Number of incident updates until that moment
ID_caller:
Identifier of the user affected
opened_by:
Identifier of the user who reported the incident
opened_time:
Incident user opening date and time
Created_by:
Identifier of the user who registered the incident
created_at:
Incident system creation date and time
updated_by:
Identifier of the user who updated the incident and generated the current log record
updated_at:
Incident system update date and time
type_contact:
Categorical attribute that shows by what means the incident was reported
location:
Identifier of the location of the place affected
Category Id:
First-level description of the affected service
user_symptom:
Description of the user perception about service availability
Impact:
Description of the impact caused by the incident (values: 1–High; 2–Medium; 3–Low)
Support_group:
Identifier of the support group in charge of the incident
support_incharge:
Identifier of the user in charge of the incident
Doc_knowledge:
Boolean attribute that shows whether a knowledge base document was used to resolve the incident
confirmation_check:
Boolean attribute that shows whether the priority field has been double-checked
Notify:
Categorical attribute that shows whether notifications were generated for the incident
Problem_id:
identifier of the problem associated with the incident
change_request:
identifier of the change request associated with the incident