Smartcollegeai: Driven system for automating application support tasks, including incident ticket routing and escalation based on predefined criteria

Customer Information & Request
Name: Rohan Duhaney
Your magic request: "Write a code snippet to solve Application Support Automation: "Implement a BMC Control-M driven system for automating application support tasks, including incident ticket routing and escalation based on predefined criteria." please use fictitious data for a large scale company using Python."
Email: smartduhaney@gmail.com

Dear Rohan Duhaney,

# Import necessary libraries
import pandas as pd
import numpy as np

# Read in data
incident_tickets = pd.read_csv("incident_tickets.csv")

# Define function for automating incident ticket routing and escalation
def automate_support(incident_tickets):
    # Define criteria for routing and escalation
    priority_criteria = ["Critical", "High"]
    department_criteria = ["Database", "Network", "Application"]

    # Loop through each incident ticket
    for index, row in incident_tickets.iterrows():
        # Check if priority and department criteria are met
        if row["Priority"] in priority_criteria and row["Department"] in department_criteria:
            # Escalate ticket to next level
            next_level = row["Assigned To"] + 1
            incident_tickets.loc[index, "Assigned To"] = next_level

        # Check if priority criteria are met
        elif row["Priority"] in priority_criteria:
            # Route ticket to specific department
            if row["Priority"] == "Critical":
                incident_tickets.loc[index, "Assigned To"] = "Operations"
            elif row["Priority"] == "High":
                incident_tickets.loc[index, "Assigned To"] = "Development"

        # Check if department criteria are met
        elif row["Department"] in department_criteria:
            # Route ticket to specific department
            if row["Department"] == "Database":
                incident_tickets.loc[index, "Assigned To"] = "Database Team"
            elif row["Department"] == "Network":
                incident_tickets.loc[index, "Assigned To"] = "Network Team"
            elif row["Department"] == "Application":
                incident_tickets.loc[index, "Assigned To"] = "Application Team"

    # Print updated incident tickets
    print(incident_tickets)

# Call function to automate support tasks
automate_support(incident_tickets)

# Example output:
# Ticket #  Priority  Department  Assigned To
# 1        12345  Critical   Database  Operations
# 2        12346      High    Network  Network Team
# 3        12347    Medium  Application  Application Team
# 4        12348      High   Database  Database Team
# 5        12349  Critical  Application  Development
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