A method and structure for discovering problem resolution in a helpdesk data set of problem tickets is based on using an enumerated set of phrases that have been identified as indicating diagnosis, instruction, or corrective action. A count of these phrases is then obtained and used along with any accompanying...http://www.google.com.au/patents/US6829734?utm_source=gb-gplus-sharePatent US6829734 - Method for discovering problem resolutions in a free form computer helpdesk data set
