Data set Details The dataset is having incidents raised by customers.Which contains an event log of an incident management process extracted from a service desk platform of an IT company
ID
Incident identifier (24,918 different values)
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