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.
# Define function for automating incident ticket routing and escalation
def automate_support(incident_tick
# 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_tick
# 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