SYSTEM AND METHOD FOR INCIDENT PROCESSING THROUGH A CORRELATION MODEL

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