On the Use of Machine Learning and Deep Learning for Text Similarity and Categorization and Its Application to Troubleshooting Automation.

Troubleshooting is a labor-intensive task that includes repetitive solutions to similar problems.This task can be partially or fully automated using text-similarity matching to find previous solutions, lowering the workload of technicians.We develop a systematic literature review to identify the best approaches to solve the problem of troubleshooting automation and classify incidents effectively.We identify promising approaches and point in the direction of a comprehensive set of solutions that could be employed in solving the troubleshooting automation problem.