Atlassian Corporation Pty Ltd.

Anna Katrina Walser

Shihab Hassan Hamid

Clement Capiaux

Chaoyang Zeng

A method for use in an issue creation process, before an issue is submitted, in an issue tracking system (ITS), comprises receiving an unstructured user input expressing an issue description and comprising one or more query keywords; querying a database of historic issue data to determine historic issues from the historic issue data that are relevant to the one or more query keywords and, in response to the determination, extracting request types from the historic issues; generating, from the extracted request types, a list of possible request types for allocation to the unstructured user input; receiving a user input of a particular request type selected from the list of possible request types and, in response, allocating the particular request type to the issue. The issue is submitted to the ITS for routing the issue to an appropriate service desk according to the particular request type.

Systems and methods for issue tracking systems

A method for use in an issue creation process in an issue tracking system includes receiving an issue description comprising keywords, querying a database of historic issue data representing historic issues maintained by the issue tracking system, the historic issues defined by at least a request type and request data. Querying comprises searching the database of historic issue data using the keywords, locating one or more historic issues that include the keywords in its request data, extracting the request type of each of the located historic issues, selecting request types based on a popularity of each request type amongst the located historic issues, generating a list of possible request types for allocation to the issue description, and allocating a particular request type to an issue corresponding to the issue description in response to receiving input that selects the particular request type from among the list of possible request types.

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Brooklyn, NY, United States of America

Anna Katrina Walser