preprocess_data.ipynb

{
 "cells": [
  {
   "cell_type": "code",
   "execution_count": 1,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:04.659545Z",
     "start_time": "2018-05-15T05:03:03.055089Z"
    },
    "scrolled": true
   },
   "outputs": [],
   "source": [
    "import os\n",
    "from sklearn import preprocessing\n",
    "import sys\n",
    "import numpy as np\n",
    "import pandas as pd\n",
    "import pickle\n",
    "from azureml.dataprep import package\n",
    "sys.path.append(\".\")\n",
    "sys.path.append(\"..\")\n",
    "\n",
    "removedWordsList = (['xxxxx1'])\n",
    "\n",
    "\n",
    "def removeNonEnglish(text, englishWords):\n",
    "    global removedWordsList\n",
    "    wordList = text.split()\n",
    "    if len(wordList) == 0:\n",
    "        return \" \"\n",
    "    y = np.array(wordList)\n",
    "    x = np.array(englishWords)\n",
    "    index = np.arange(len(englishWords))\n",
    "    sorted_index = np.searchsorted(x, y)\n",
    "    yindex = np.take(index, sorted_index, mode=\"clip\")\n",
    "    mask = x[yindex] != y\n",
    "    maskedArr = np.ma.array(yindex, mask=mask).compressed()\n",
    "    result = x[maskedArr]\n",
    "    text = np.array2string(result)\\\n",
    "        .replace(\"\\'\", \"\")\\\n",
    "        .replace(\"[\", \"\")\\\n",
    "        .replace(\"]\", \"\")\\\n",
    "        .replace(\"\\n\", \"\")\\\n",
    "        .replace(\"\\r\", \"\")\n",
    "\n",
    "    # Logging removed words\n",
    "    removedWords = set(wordList)-set(result)\n",
    "    removedWordsList += set(list(removedWords))-set(removedWordsList)\n",
    "    return text\n",
    "\n",
    "\n",
    "def encryptSingleColumn(data):\n",
    "    le = preprocessing.LabelEncoder()\n",
    "    le.fit(data)\n",
    "    return le.transform(data)\n",
    "\n",
    "\n",
    "def encryptColumnsCollection(data, columnsToEncrypt):\n",
    "    for column in columnsToEncrypt:\n",
    "        data[column] = encryptSingleColumn(data[column])\n",
    "    return data\n",
    "\n",
    "\n",
    "def removeString(data, regex):\n",
    "    return data.str.lower().str.replace(regex.lower(), ' ')\n",
    "\n",
    "\n",
    "def cleanDataset(dataset, columnsToClean, regexList):\n",
    "    for column in columnsToClean:\n",
    "        for regex in regexList:\n",
    "            dataset[column] = removeString(dataset[column], regex)\n",
    "    return dataset\n",
    "\n",
    "\n",
    "def getRegexList():\n",
    "    regexList = []\n",
    "    regexList += ['From:(.*)\\r\\n']  # from line\n",
    "    # regexList += ['RITM[0-9]*'] # request id\n",
    "    # regexList += ['INC[0-9]*'] # incident id\n",
    "    # regexList += ['TKT[0-9]*'] # ticket id\n",
    "    regexList += ['Sent:(.*)\\r\\n']  # sent to line\n",
    "    regexList += ['Received:(.*)\\r\\n']  # received data line\n",
    "    regexList += ['To:(.*)\\r\\n']  # to line\n",
    "    regexList += ['CC:(.*)\\r\\n']  # cc line\n",
    "    regexList += ['The information(.*)infection']  # footer\n",
    "    regexList += ['Endava Limited is a company(.*)or omissions']  # footer\n",
    "    regexList += ['The information in this email is confidential and may be legally(.*)interference if you are not the intended recipient']  # footer\n",
    "    regexList += ['\\[cid:(.*)]']  # images cid\n",
    "    regexList += ['https?:[^\\]\\n\\r]+']  # https & http\n",
    "    regexList += ['Subject:']\n",
    "    # regexList += ['[\\w\\d\\-\\_\\.]+@[\\w\\d\\-\\_\\.]+']  # emails\n",
    "    # regexList += ['[0-9][\\-0–90-9 ]+']  # phones\n",
    "    # regexList += ['[0-9]']  # numbers\n",
    "    # regexList += ['[^a-zA-z 0-9]+']  # anything that is not a letter\n",
    "    # regexList += ['[\\r\\n]']  # \\r\\n\n",
    "    # regexList += [' [a-zA-Z] ']  # single letters\n",
    "    # regexList += [' [a-zA-Z][a-zA-Z] ']  # two-letter words\n",
    "    # regexList += [\"  \"]  # double spaces\n",
    "\n",
    "    regexList += ['^[_a-z0-9-]+(\\.[_a-z0-9-]+)*@[a-z0-9-]+(\\.[a-z0-9-]+)*(\\.[a-z]{2,4})$']\n",
    "    regexList += ['[\\w\\d\\-\\_\\.]+ @ [\\w\\d\\-\\_\\.]+']\n",
    "    regexList += ['Subject:']\n",
    "    regexList += ['[^a-zA-Z]']\n",
    "\n",
    "    return regexList\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 2,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.130318Z",
     "start_time": "2018-05-15T05:03:04.665545Z"
    }
   },
   "outputs": [],
   "source": [
    "####################\n",
    "# Use this with AML Workbench to load data from data prep file\n",
    "dfIncidents = package.run('Incidents.dprep', dataflow_idx=0)\n",
    "# dfIncidents = pd.read_csv('allIncidents.csv', encoding=\"ISO-8859-1\")\n",
    "dfRequests = package.run('Requests.dprep', dataflow_idx=0)\n",
    "# dfIncidents = package.run('IncidentsCleaned.dprep', dataflow_idx=0)\n",
    "# dfRequests = package.run('RequestsCleaned.dprep', dataflow_idx=0)\n",
    "\n",
    "# Load dataset from file\n",
    "# dfIncidents = pd.read_csv('./data/endava_tickets/all_incidents.csv')\n",
    "# dfRequests = pd.read_csv('./data/endava_tickets/all_requests.csv')\n",
    "#####################\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 3,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.196341Z",
     "start_time": "2018-05-15T05:03:30.134320Z"
    }
   },
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "dfIncidents shape: (14186, 9)\n",
      "dfRequests shape: (38396, 9)\n"
     ]
    },
    {
     "data": {
      "text/html": [
       "<div>\n",
       "<table border=\"1\" class=\"dataframe\">\n",
       "  <thead>\n",
       "    <tr style=\"text-align: right;\">\n",
       "      <th></th>\n",
       "      <th>category</th>\n",
       "      <th>sub_category1</th>\n",
       "      <th>sub_category2</th>\n",
       "      <th>title</th>\n",
       "      <th>body</th>\n",
       "      <th>impact</th>\n",
       "      <th>urgency</th>\n",
       "      <th>business_service</th>\n",
       "      <th>ticket_type</th>\n",
       "    </tr>\n",
       "  </thead>\n",
       "  <tbody>\n",
       "    <tr>\n",
       "      <th>0</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Acces cladirea E5 - No access  - IASI</td>\n",
       "      <td>From:Alina.Morosac@endava.com\\r\\nTo:ITS@endava...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>Endava Physical Access Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>1</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Connection issues on the Worlpday network with...</td>\n",
       "      <td>From:Andreea.Toderean@endava.com\\r\\nTo:ITS@end...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava LAN and WIFI access Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>2</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Cannot access https://cds/</td>\n",
       "      <td>From:Mihai.Dinu@endava.com\\r\\nTo:ITS@endava.co...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava CDS Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>3</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Email address shown as not valid - Name change...</td>\n",
       "      <td>From:Myrielle.Lorscheid@endava.com\\r\\nTo:ITS@e...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>4</th>\n",
       "      <td>Infrastructure Services</td>\n",
       "      <td>Managed Servers</td>\n",
       "      <td>Storage Device</td>\n",
       "      <td>DPM: Critical alert: UKIXBKP01</td>\n",
       "      <td>From: DPM Service \\r\\r\\nSent: Tuesday, January...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Backup Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>5</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Timesheet code spelling mistake in Oracle</td>\n",
       "      <td>From:Bradley.Howard@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>6</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Reporting</td>\n",
       "      <td>Access</td>\n",
       "      <td>Timesheet Oracle and Annual Leave</td>\n",
       "      <td>From:Roman.Pavlic@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>7</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Jira Service unavailable</td>\n",
       "      <td>From:Roman.Bulat@endava.com\\r\\nTo:ITS@endava.c...</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>Endava Jira Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>8</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Reporting</td>\n",
       "      <td>Error</td>\n",
       "      <td>P3O report in Oracle BI not working</td>\n",
       "      <td>From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>9</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>No more access to Outlook</td>\n",
       "      <td>From:hans-peter.forster@arcor.de\\r\\r\\nTo:its@e...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>10</th>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Application</td>\n",
       "      <td>Other</td>\n",
       "      <td>Open VPN - admin credentials required</td>\n",
       "      <td>Open VPN - admin credentials required - please...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava OpenVPN Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>11</th>\n",
       "      <td>Procurement Services</td>\n",
       "      <td>Other</td>\n",
       "      <td></td>\n",
       "      <td>FW: Chisinau New Office - Status Update</td>\n",
       "      <td>Dear Ovidiu, \\r\\r\\nPlease ask our supplier for...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Procurement Service - Standard IT</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>12</th>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>On Premises Equipment</td>\n",
       "      <td>Other</td>\n",
       "      <td>RE: AQR Capital - Palo Alto Networks Firewalls...</td>\n",
       "      <td>From:Michael.Pasqualone@aqr.com\\r\\nTo:ITS@enda...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Hardware Infrastructure Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>13</th>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Other Peripherals</td>\n",
       "      <td>issue with headset</td>\n",
       "      <td>From:Iraida.Eremia@endava.com\\r\\nTo:ITS@endava...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Access</td>\n",
       "      <td>WP Sharepoint Access</td>\n",
       "      <td>From:Iulia.Cismas@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Intranet Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>15</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Oracle timesheet \"in error\" status</td>\n",
       "      <td>From:Tiberiu.Ticoan@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>16</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>RMT \"Search risk\" results show wrong scores</td>\n",
       "      <td>From:Aleksandar.Davchevski@endava.com\\r\\nTo:IT...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava RMT service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>17</th>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Network</td>\n",
       "      <td>Network Cabling</td>\n",
       "      <td>Client's laptop added to our network - need to...</td>\n",
       "      <td>From:Cristian.Pricop@endava.com\\r\\nTo:ITS@enda...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Hardware Infrastructure Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>18</th>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Application</td>\n",
       "      <td>Voip/IM application</td>\n",
       "      <td>Skype</td>\n",
       "      <td>From:Narelle.Juffermans@endava.com\\r\\r\\nTo:ITS...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Skype for Business Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>19</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>delete my timesheet for this week from oracle ...</td>\n",
       "      <td>From:Sergiu.Popa@endava.com\\r\\nTo:ITS@endava.c...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>20</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Error Oracle</td>\n",
       "      <td>From:AM_OracleHRSupport@endava.com\\r\\r\\nTo:ITS...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>21</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Michael Greenberg- Email not working</td>\n",
       "      <td>From:Jasmine.Schopler@endava.com\\r\\nTo:ITS@end...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>22</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Problems with MD VPN</td>\n",
       "      <td>From:Maxim.Tacu@endava.com\\r\\nTo:ITS@endava.co...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava OpenVPN Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>23</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Process Submit button is greyed out</td>\n",
       "      <td>From:AM_ORACLEBISUPPORT@endava.com\\r\\r\\nTo:ITS...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>24</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Database</td>\n",
       "      <td>Content</td>\n",
       "      <td>Documents fail to appear under my.cc Main Team...</td>\n",
       "      <td>From:Mircea.Precup@endava.com\\r\\nTo:ITS@endava...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>25</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Certificate issue -OpenVPN</td>\n",
       "      <td>From:Alexandra.Marinescu@endava.com\\r\\nTo:ITS@...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava OpenVPN Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>26</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>BWS file upload issue</td>\n",
       "      <td>From:Ana-Maria.Racoveanu@endava.com\\r\\nTo:ITS@...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>27</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Error:Not able to upload documents in BWS</td>\n",
       "      <td>From:Cristina.Marin@endava.com\\r\\r\\nTo:ITS@end...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>28</th>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Easy team (Nets) - Slow connection on VDI</td>\n",
       "      <td>From:Lavinia.Andrei@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>29</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Error</td>\n",
       "      <td>Auto: Approve Requisition 204000021305</td>\n",
       "      <td>From:Adrian.Suciu@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>...</th>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14156</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Issues logging to TestLink MD</td>\n",
       "      <td>Olga was granted access to Testlink: https://d...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Testlink Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14157</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Oracle Fusion Improvements</td>\n",
       "      <td>From: Adrian Roman \\r\\r\\nSent: Friday, July 29...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14158</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Approval stage in Oracle - Log Time</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Roxana Cheregi \\r\\r\\nSent: T...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14159</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Oracle messages</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Steve Harding \\r\\r\\nSent: We...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14160</th>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Laptop</td>\n",
       "      <td>T460s DOA</td>\n",
       "      <td>From: Walter Lannert \\r\\r\\nSent: Wednesday, Ju...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14161</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Permission</td>\n",
       "      <td>Jacob Harding - OBS.Reception@endava.com - acc...</td>\n",
       "      <td>From: ITS \\r\\r\\nSent: Tuesday, July 26, 2016 1...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14162</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Authentication problem to Endava Referrals</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Cosmin Telescu \\r\\r\\nSent: M...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14163</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava University Account</td>\n",
       "      <td>From: Andrei Neag \\r\\r\\nSent: Monday, July 25,...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14164</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Exchange is down</td>\n",
       "      <td>Exchange is down - e-mail and SfB is not avail...</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14165</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Oracle Timecards error</td>\n",
       "      <td>From: Claudiu Constantinescu \\r\\r\\nSent: Frida...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14166</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Cannot submit Expenses</td>\n",
       "      <td>See attachment.  Even though I added an electr...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14167</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Selectminds Job Referral webpage is not available</td>\n",
       "      <td>From: Mihail Beregoi \\r\\r\\nSent: Thursday, Jul...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14168</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Oracle Update - another bug</td>\n",
       "      <td>From: Marcus Garman \\r\\r\\nSent: Thursday, July...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14169</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Taleo- SSO (Social Sourcing) - Error 500</td>\n",
       "      <td>From: Ioana Constandache \\r\\r\\nSent: Thursday,...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14170</th>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Storage</td>\n",
       "      <td>Other</td>\n",
       "      <td>RO Backup server performance issues</td>\n",
       "      <td>\\r\\r\\nFrom: Veaceslav Spinu \\r\\r\\nSent: Thursd...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Hardware Infrastructure Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14171</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>I am approving expenses on a project code I am...</td>\n",
       "      <td>From: Andrei Carstina \\r\\r\\nSent: Wednesday, J...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14172</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Bug in Endava University</td>\n",
       "      <td>From: Calin Mihalcea \\r\\r\\nSent: Wednesday, Ju...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Website Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14173</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Oracle Fusion is not working - message: \"Unpla...</td>\n",
       "      <td>From: Sebastian Denes \\r\\r\\nSent: Friday, July...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14174</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>skype for business issues</td>\n",
       "      <td>From: Remi Savu \\r\\r\\nSent: Friday, July 15, 2...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14175</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Error</td>\n",
       "      <td>Oracle Timesheet error</td>\n",
       "      <td>From: Chris Miller \\r\\r\\nSent: Thursday, July ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14176</th>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Bandwidth problems in Pitesti</td>\n",
       "      <td>\\r\\r\\nFrom: Vlad Oprisa \\r\\r\\nSent: Thursday, ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava LAN and WIFI access Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14177</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Error</td>\n",
       "      <td>Your password will expire in 4 days.</td>\n",
       "      <td>From: Julian Bull \\r\\r\\nSent: 14 July 2016 14:...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14178</th>\n",
       "      <td>Security</td>\n",
       "      <td>Vulnerability</td>\n",
       "      <td>Other</td>\n",
       "      <td>sensitive information access? P0</td>\n",
       "      <td>\\r\\r\\nFrom: Catalin Tarla \\r\\r\\nSent: Wednesda...</td>\n",
       "      <td>0 - Security</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Physical Access Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14179</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Taleo malfunction</td>\n",
       "      <td>\\r\\r\\nFrom: Anca Voinea \\r\\r\\nSent: Tuesday, J...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14180</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>I cannot login on my outlook account from my l...</td>\n",
       "      <td>[4:35:30 PM] Metzger Petru: I cannot login on ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14181</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>GIT space for a project - issues with adding u...</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Alina Aolaritei \\r\\r\\nSent: ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava GIT Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14182</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Error</td>\n",
       "      <td>Error in BWS</td>\n",
       "      <td>From: Ioana Pavel \\r\\r\\nSent: 07 July 2016 10:...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14183</th>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Connection Issues</td>\n",
       "      <td>From: Oana Lungu \\r\\r\\nSent: Tuesday, July 5, ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14184</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Error in ETS Cube reports</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Alexandra Precup \\r\\r\\nSent:...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>Endava ETS Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14185</th>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Syncronization</td>\n",
       "      <td>Running Out on Mitel Extensions</td>\n",
       "      <td>Hello team, \\r\\r\\n\\r\\r\\nPlease be advised that...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>Endava Voip Service</td>\n",
       "      <td>Incident</td>\n",
       "    </tr>\n",
       "  </tbody>\n",
       "</table>\n",
       "<p>14186 rows × 9 columns</p>\n",
       "</div>"
      ],
      "text/plain": [
       "                             category          sub_category1  \\\n",
       "0          Endava Application Support          Functionality   \n",
       "1          Endava Application Support          Functionality   \n",
       "2          Endava Application Support          Functionality   \n",
       "3          Endava Application Support           User Account   \n",
       "4             Infrastructure Services        Managed Servers   \n",
       "5          Endava Application Support                   Data   \n",
       "6          Endava Application Support              Reporting   \n",
       "7          Endava Application Support          Functionality   \n",
       "8          Endava Application Support              Reporting   \n",
       "9          Endava Application Support           User Account   \n",
       "10            Endava Desktop Services    Desktop Application   \n",
       "11               Procurement Services                  Other   \n",
       "12     Endava Infrastructure Services  On Premises Equipment   \n",
       "13            Endava Desktop Services       Desktop Hardware   \n",
       "14         Endava Application Support                   Data   \n",
       "15         Endava Application Support          Functionality   \n",
       "16         Endava Application Support                   Data   \n",
       "17     Endava Infrastructure Services                Network   \n",
       "18            Endava Desktop Services    Desktop Application   \n",
       "19         Endava Application Support          Functionality   \n",
       "20         Endava Application Support          Functionality   \n",
       "21         Endava Application Support          Functionality   \n",
       "22         Endava Application Support           User Account   \n",
       "23         Endava Application Support          Functionality   \n",
       "24         Endava Application Support               Database   \n",
       "25         Endava Application Support          Functionality   \n",
       "26         Endava Application Support          Functionality   \n",
       "27         Endava Application Support          Functionality   \n",
       "28            Endava Desktop Services                Network   \n",
       "29         Endava Application Support           User Account   \n",
       "...                               ...                    ...   \n",
       "14156      Endava Application Support           User Account   \n",
       "14157      Endava Application Support          Functionality   \n",
       "14158      Endava Application Support                   Data   \n",
       "14159      Endava Application Support          Functionality   \n",
       "14160         Endava Desktop Services       Desktop Hardware   \n",
       "14161      Endava Application Support           User Account   \n",
       "14162      Endava Application Support          Functionality   \n",
       "14163      Endava Application Support           User Account   \n",
       "14164      Endava Application Support          Functionality   \n",
       "14165      Endava Application Support                   Data   \n",
       "14166      Endava Application Support          Functionality   \n",
       "14167      Endava Application Support          Functionality   \n",
       "14168      Endava Application Support          Functionality   \n",
       "14169      Endava Application Support          Functionality   \n",
       "14170  Endava Infrastructure Services                Storage   \n",
       "14171      Endava Application Support          Functionality   \n",
       "14172      Endava Application Support          Functionality   \n",
       "14173      Endava Application Support          Functionality   \n",
       "14174      Endava Application Support          Functionality   \n",
       "14175      Endava Application Support                   Data   \n",
       "14176  Endava Infrastructure Services                Network   \n",
       "14177      Endava Application Support           User Account   \n",
       "14178                        Security          Vulnerability   \n",
       "14179      Endava Application Support           User Account   \n",
       "14180      Endava Application Support          Functionality   \n",
       "14181      Endava Application Support          Functionality   \n",
       "14182      Endava Application Support                   Data   \n",
       "14183         Endava Desktop Services                Network   \n",
       "14184      Endava Application Support          Functionality   \n",
       "14185      Endava Application Support           User Account   \n",
       "\n",
       "             sub_category2                                              title  \\\n",
       "0                   Access              Acces cladirea E5 - No access  - IASI   \n",
       "1                    Error  Connection issues on the Worlpday network with...   \n",
       "2                   Access                         Cannot access https://cds/   \n",
       "3           Authentication  Email address shown as not valid - Name change...   \n",
       "4           Storage Device                     DPM: Critical alert: UKIXBKP01   \n",
       "5                  Content          Timesheet code spelling mistake in Oracle   \n",
       "6                   Access                  Timesheet Oracle and Annual Leave   \n",
       "7                    Error                    Endava Jira Service unavailable   \n",
       "8                    Error               P3O report in Oracle BI not working    \n",
       "9           Authentication                          No more access to Outlook   \n",
       "10                   Other              Open VPN - admin credentials required   \n",
       "11                                    FW: Chisinau New Office - Status Update   \n",
       "12                   Other  RE: AQR Capital - Palo Alto Networks Firewalls...   \n",
       "13       Other Peripherals                                 issue with headset   \n",
       "14                  Access                               WP Sharepoint Access   \n",
       "15                   Error                 Oracle timesheet \"in error\" status   \n",
       "16                 Content        RMT \"Search risk\" results show wrong scores   \n",
       "17         Network Cabling  Client's laptop added to our network - need to...   \n",
       "18     Voip/IM application                                             Skype    \n",
       "19                   Error  delete my timesheet for this week from oracle ...   \n",
       "20                   Error                                       Error Oracle   \n",
       "21                   Error               Michael Greenberg- Email not working   \n",
       "22          Authentication                               Problems with MD VPN   \n",
       "23                  Access                Process Submit button is greyed out   \n",
       "24                 Content  Documents fail to appear under my.cc Main Team...   \n",
       "25                  Access                         Certificate issue -OpenVPN   \n",
       "26                  Access                              BWS file upload issue   \n",
       "27                  Access          Error:Not able to upload documents in BWS   \n",
       "28                                  Easy team (Nets) - Slow connection on VDI   \n",
       "29                   Error             Auto: Approve Requisition 204000021305   \n",
       "...                    ...                                                ...   \n",
       "14156       Authentication                      Issues logging to TestLink MD   \n",
       "14157                                              Oracle Fusion Improvements   \n",
       "14158              Content                Approval stage in Oracle - Log Time   \n",
       "14159                                                         Oracle messages   \n",
       "14160               Laptop                                          T460s DOA   \n",
       "14161           Permission  Jacob Harding - OBS.Reception@endava.com - acc...   \n",
       "14162               Access         Authentication problem to Endava Referrals   \n",
       "14163       Authentication                          Endava University Account   \n",
       "14164                                                        Exchange is down   \n",
       "14165              Content                             Oracle Timecards error   \n",
       "14166                Error                             Cannot submit Expenses   \n",
       "14167                Error  Selectminds Job Referral webpage is not available   \n",
       "14168              Content                        Oracle Update - another bug   \n",
       "14169               Access           Taleo- SSO (Social Sourcing) - Error 500   \n",
       "14170                Other                RO Backup server performance issues   \n",
       "14171              Content  I am approving expenses on a project code I am...   \n",
       "14172              Content                           Bug in Endava University   \n",
       "14173                Error  Oracle Fusion is not working - message: \"Unpla...   \n",
       "14174                                               skype for business issues   \n",
       "14175                Error                             Oracle Timesheet error   \n",
       "14176                                           Bandwidth problems in Pitesti   \n",
       "14177                Error               Your password will expire in 4 days.   \n",
       "14178                Other                   sensitive information access? P0   \n",
       "14179       Authentication                                  Taleo malfunction   \n",
       "14180                Error  I cannot login on my outlook account from my l...   \n",
       "14181               Access  GIT space for a project - issues with adding u...   \n",
       "14182                Error                                       Error in BWS   \n",
       "14183                                                       Connection Issues   \n",
       "14184                Error                          Error in ETS Cube reports   \n",
       "14185       Syncronization                    Running Out on Mitel Extensions   \n",
       "\n",
       "                                                    body        impact  \\\n",
       "0      From:Alina.Morosac@endava.com\\r\\nTo:ITS@endava...       3 - Low   \n",
       "1      From:Andreea.Toderean@endava.com\\r\\nTo:ITS@end...       3 - Low   \n",
       "2      From:Mihai.Dinu@endava.com\\r\\nTo:ITS@endava.co...       3 - Low   \n",
       "3      From:Myrielle.Lorscheid@endava.com\\r\\nTo:ITS@e...       3 - Low   \n",
       "4      From: DPM Service \\r\\r\\nSent: Tuesday, January...       3 - Low   \n",
       "5      From:Bradley.Howard@endava.com\\r\\nTo:ITS@endav...       3 - Low   \n",
       "6      From:Roman.Pavlic@endava.com\\r\\nTo:ITS@endava....       3 - Low   \n",
       "7      From:Roman.Bulat@endava.com\\r\\nTo:ITS@endava.c...    2 - Medium   \n",
       "8      From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...       3 - Low   \n",
       "9      From:hans-peter.forster@arcor.de\\r\\r\\nTo:its@e...       3 - Low   \n",
       "10     Open VPN - admin credentials required - please...       3 - Low   \n",
       "11     Dear Ovidiu, \\r\\r\\nPlease ask our supplier for...       3 - Low   \n",
       "12     From:Michael.Pasqualone@aqr.com\\r\\nTo:ITS@enda...       3 - Low   \n",
       "13     From:Iraida.Eremia@endava.com\\r\\nTo:ITS@endava...       3 - Low   \n",
       "14     From:Iulia.Cismas@endava.com\\r\\nTo:ITS@endava....       3 - Low   \n",
       "15     From:Tiberiu.Ticoan@endava.com\\r\\nTo:ITS@endav...       3 - Low   \n",
       "16     From:Aleksandar.Davchevski@endava.com\\r\\nTo:IT...       3 - Low   \n",
       "17     From:Cristian.Pricop@endava.com\\r\\nTo:ITS@enda...       3 - Low   \n",
       "18     From:Narelle.Juffermans@endava.com\\r\\r\\nTo:ITS...       3 - Low   \n",
       "19     From:Sergiu.Popa@endava.com\\r\\nTo:ITS@endava.c...       3 - Low   \n",
       "20     From:AM_OracleHRSupport@endava.com\\r\\r\\nTo:ITS...       3 - Low   \n",
       "21     From:Jasmine.Schopler@endava.com\\r\\nTo:ITS@end...       3 - Low   \n",
       "22     From:Maxim.Tacu@endava.com\\r\\nTo:ITS@endava.co...       3 - Low   \n",
       "23     From:AM_ORACLEBISUPPORT@endava.com\\r\\r\\nTo:ITS...       3 - Low   \n",
       "24     From:Mircea.Precup@endava.com\\r\\nTo:ITS@endava...       3 - Low   \n",
       "25     From:Alexandra.Marinescu@endava.com\\r\\nTo:ITS@...       3 - Low   \n",
       "26     From:Ana-Maria.Racoveanu@endava.com\\r\\nTo:ITS@...       3 - Low   \n",
       "27     From:Cristina.Marin@endava.com\\r\\r\\nTo:ITS@end...       3 - Low   \n",
       "28     From:Lavinia.Andrei@endava.com\\r\\nTo:ITS@endav...       3 - Low   \n",
       "29     From:Adrian.Suciu@endava.com\\r\\nTo:ITS@endava....       3 - Low   \n",
       "...                                                  ...           ...   \n",
       "14156  Olga was granted access to Testlink: https://d...       3 - Low   \n",
       "14157  From: Adrian Roman \\r\\r\\nSent: Friday, July 29...       3 - Low   \n",
       "14158  \\r\\r\\n\\r\\r\\nFrom: Roxana Cheregi \\r\\r\\nSent: T...       3 - Low   \n",
       "14159  \\r\\r\\n\\r\\r\\nFrom: Steve Harding \\r\\r\\nSent: We...       3 - Low   \n",
       "14160  From: Walter Lannert \\r\\r\\nSent: Wednesday, Ju...       3 - Low   \n",
       "14161  From: ITS \\r\\r\\nSent: Tuesday, July 26, 2016 1...       3 - Low   \n",
       "14162  \\r\\r\\n\\r\\r\\nFrom: Cosmin Telescu \\r\\r\\nSent: M...       3 - Low   \n",
       "14163  From: Andrei Neag \\r\\r\\nSent: Monday, July 25,...       3 - Low   \n",
       "14164  Exchange is down - e-mail and SfB is not avail...      1 - High   \n",
       "14165  From: Claudiu Constantinescu \\r\\r\\nSent: Frida...       3 - Low   \n",
       "14166  See attachment.  Even though I added an electr...       3 - Low   \n",
       "14167  From: Mihail Beregoi \\r\\r\\nSent: Thursday, Jul...       3 - Low   \n",
       "14168  From: Marcus Garman \\r\\r\\nSent: Thursday, July...       3 - Low   \n",
       "14169  From: Ioana Constandache \\r\\r\\nSent: Thursday,...       3 - Low   \n",
       "14170  \\r\\r\\nFrom: Veaceslav Spinu \\r\\r\\nSent: Thursd...       3 - Low   \n",
       "14171  From: Andrei Carstina \\r\\r\\nSent: Wednesday, J...       3 - Low   \n",
       "14172  From: Calin Mihalcea \\r\\r\\nSent: Wednesday, Ju...       3 - Low   \n",
       "14173  From: Sebastian Denes \\r\\r\\nSent: Friday, July...       3 - Low   \n",
       "14174  From: Remi Savu \\r\\r\\nSent: Friday, July 15, 2...       3 - Low   \n",
       "14175  From: Chris Miller \\r\\r\\nSent: Thursday, July ...       3 - Low   \n",
       "14176  \\r\\r\\nFrom: Vlad Oprisa \\r\\r\\nSent: Thursday, ...       3 - Low   \n",
       "14177  From: Julian Bull \\r\\r\\nSent: 14 July 2016 14:...       3 - Low   \n",
       "14178  \\r\\r\\nFrom: Catalin Tarla \\r\\r\\nSent: Wednesda...  0 - Security   \n",
       "14179  \\r\\r\\nFrom: Anca Voinea \\r\\r\\nSent: Tuesday, J...       3 - Low   \n",
       "14180  [4:35:30 PM] Metzger Petru: I cannot login on ...       3 - Low   \n",
       "14181  \\r\\r\\n\\r\\r\\nFrom: Alina Aolaritei \\r\\r\\nSent: ...       3 - Low   \n",
       "14182  From: Ioana Pavel \\r\\r\\nSent: 07 July 2016 10:...       3 - Low   \n",
       "14183  From: Oana Lungu \\r\\r\\nSent: Tuesday, July 5, ...       3 - Low   \n",
       "14184  \\r\\r\\n\\r\\r\\nFrom: Alexandra Precup \\r\\r\\nSent:...       3 - Low   \n",
       "14185  Hello team, \\r\\r\\n\\r\\r\\nPlease be advised that...       3 - Low   \n",
       "\n",
       "          urgency                            business_service ticket_type  \n",
       "0        1 - High              Endava Physical Access Service    Incident  \n",
       "1      2 - Medium          Endava LAN and WIFI access Service    Incident  \n",
       "2         3 - Low                          Endava CDS Service    Incident  \n",
       "3      2 - Medium             Endava Active Directory Service    Incident  \n",
       "4         3 - Low                       Endava Backup Service    Incident  \n",
       "5         3 - Low                    Endava Oracle Fusion HCM    Incident  \n",
       "6         3 - Low                    Endava Oracle Fusion HCM    Incident  \n",
       "7        1 - High                         Endava Jira Service    Incident  \n",
       "8         3 - Low  Endava Oracle Fusion Finance (FPP) Service    Incident  \n",
       "9      2 - Medium                        Endava Email Service    Incident  \n",
       "10     2 - Medium                      Endava OpenVPN Service    Incident  \n",
       "11        3 - Low    Endava Procurement Service - Standard IT    Incident  \n",
       "12        3 - Low      Endava Hardware Infrastructure Service    Incident  \n",
       "13        3 - Low              Endava Desktop Support Service    Incident  \n",
       "14        3 - Low                     Endava Intranet Service    Incident  \n",
       "15        3 - Low                    Endava Oracle Fusion HCM    Incident  \n",
       "16        3 - Low                          Endava RMT service    Incident  \n",
       "17     2 - Medium      Endava Hardware Infrastructure Service    Incident  \n",
       "18        3 - Low           Endava Skype for Business Service    Incident  \n",
       "19        3 - Low                    Endava Oracle Fusion HCM    Incident  \n",
       "20        3 - Low                    Endava Oracle Fusion HCM    Incident  \n",
       "21     2 - Medium              Endava Non Standard IT Service    Incident  \n",
       "22        3 - Low                      Endava OpenVPN Service    Incident  \n",
       "23        3 - Low  Endava Oracle Fusion Finance (FPP) Service    Incident  \n",
       "24     2 - Medium                      Endava BWS CRM Service    Incident  \n",
       "25        3 - Low                      Endava OpenVPN Service    Incident  \n",
       "26     2 - Medium                      Endava BWS CRM Service    Incident  \n",
       "27     2 - Medium                      Endava BWS CRM Service    Incident  \n",
       "28        3 - Low              Endava Non Standard IT Service    Incident  \n",
       "29     2 - Medium  Endava Oracle Fusion Finance (FPP) Service    Incident  \n",
       "...           ...                                         ...         ...  \n",
       "14156     3 - Low                     Endava Testlink Service    Incident  \n",
       "14157  2 - Medium                Service Improvement - Endava    Incident  \n",
       "14158  2 - Medium               Endava Oracle Fusion Service     Incident  \n",
       "14159  2 - Medium                Service Improvement - Endava    Incident  \n",
       "14160     3 - Low              Endava Desktop Support Service    Incident  \n",
       "14161  2 - Medium                        Endava Email Service    Incident  \n",
       "14162     3 - Low               Endava Oracle Fusion Service     Incident  \n",
       "14163     3 - Low             Endava Active Directory Service    Incident  \n",
       "14164    1 - High                        Endava Email Service    Incident  \n",
       "14165  2 - Medium                Service Improvement - Endava    Incident  \n",
       "14166  2 - Medium               Endava Oracle Fusion Service     Incident  \n",
       "14167  2 - Medium                         Endava HRIS Service    Incident  \n",
       "14168     3 - Low               Endava Oracle Fusion Service     Incident  \n",
       "14169  2 - Medium              Endava Non Standard IT Service    Incident  \n",
       "14170     3 - Low      Endava Hardware Infrastructure Service    Incident  \n",
       "14171     3 - Low               Endava Oracle Fusion Service     Incident  \n",
       "14172     3 - Low                      Endava Website Service    Incident  \n",
       "14173  2 - Medium               Endava Oracle Fusion Service     Incident  \n",
       "14174    1 - High              Endava Non Standard IT Service    Incident  \n",
       "14175     3 - Low              Endava Non Standard IT Service    Incident  \n",
       "14176  2 - Medium          Endava LAN and WIFI access Service    Incident  \n",
       "14177     3 - Low             Endava Active Directory Service    Incident  \n",
       "14178     3 - Low              Endava Physical Access Service    Incident  \n",
       "14179     3 - Low              Endava Non Standard IT Service    Incident  \n",
       "14180     3 - Low                        Endava Email Service    Incident  \n",
       "14181  2 - Medium                          Endava GIT Service    Incident  \n",
       "14182     3 - Low                      Endava BWS CRM Service    Incident  \n",
       "14183     3 - Low              Endava Desktop Support Service    Incident  \n",
       "14184  2 - Medium                          Endava ETS Service    Incident  \n",
       "14185     3 - Low                         Endava Voip Service    Incident  \n",
       "\n",
       "[14186 rows x 9 columns]"
      ]
     },
     "execution_count": 3,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "print('dfIncidents shape:',dfIncidents.shape)\n",
    "print('dfRequests shape:',dfRequests.shape)\n",
    "dfIncidents"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 4,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.245336Z",
     "start_time": "2018-05-15T05:03:30.199373Z"
    }
   },
   "outputs": [
    {
     "data": {
      "text/html": [
       "<div>\n",
       "<table border=\"1\" class=\"dataframe\">\n",
       "  <thead>\n",
       "    <tr style=\"text-align: right;\">\n",
       "      <th></th>\n",
       "      <th>title</th>\n",
       "      <th>business_service</th>\n",
       "      <th>category</th>\n",
       "      <th>sub_category1</th>\n",
       "      <th>sub_category2</th>\n",
       "      <th>ticket_type</th>\n",
       "      <th>body</th>\n",
       "      <th>impact</th>\n",
       "      <th>urgency</th>\n",
       "    </tr>\n",
       "  </thead>\n",
       "  <tbody>\n",
       "    <tr>\n",
       "      <th>0</th>\n",
       "      <td>Endava Uptime Reporting             ...</td>\n",
       "      <td>Endava Reporting Service</td>\n",
       "      <td>Service Management</td>\n",
       "      <td>reporting</td>\n",
       "      <td>Capacity Report</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: Capacity Reporting \\r\\nSent: Mon...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>1</th>\n",
       "      <td>Add to DL</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td></td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Edward Butler \\r\\nSent: Tuesday, October...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>2</th>\n",
       "      <td>PO 604000002572 - Mihai Marinescu- AFi</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\nFrom: UKM Purchasing \\r\\nSent: Tuesday, De...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>3</th>\n",
       "      <td>Set up and install Latest Apple OSX and prep...</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>Hi ITS,\\r\\n\\r\\nPlease open tickets and assign ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>4</th>\n",
       "      <td>employment changes CDS</td>\n",
       "      <td>Endava CDS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Miroslav Stipanovic \\r\\nSent: 06 Decembe...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>5</th>\n",
       "      <td>set 703 - SPAM</td>\n",
       "      <td>Endava Spam Filter Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Savannah Gallo \\r\\nSent: Monday, July 18...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>6</th>\n",
       "      <td>\"Access to PAS|Ivan Danev\"</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:AMOraclePASSupport@endava.com\\r\\nTo:ITS@e...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>7</th>\n",
       "      <td>\"Monthly PAS Activities Calendar\" permissions</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Jennifer.Oloyede@endava.com\\r\\nTo:Rob.Mac...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>8</th>\n",
       "      <td>\"Security\" DL membership</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: David Feltham \\r\\nSent: Tuesday,...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>9</th>\n",
       "      <td>#Leaver form for Adrian Zburatura - leave dat...</td>\n",
       "      <td>Endava MSD Tool Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Leaver</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: HR NetAdmin \\r\\nSent: Friday, July 7, 20...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>10</th>\n",
       "      <td>(spam eMail)</td>\n",
       "      <td>Endava Spam Filter Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: David Feltham \\r\\nSent: Friday, Septembe...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>11</th>\n",
       "      <td>1/2 day off request</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Kelly Mills \\r\\nSent: Monday, August 22,...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>12</th>\n",
       "      <td>14\" laptop for Ivan</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td></td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Anton Panovski \\r\\nSent: Friday, October...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>13</th>\n",
       "      <td>2 extensions power-cords for Endava Nets proj...</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Cosmin Pana \\r\\nSent: Wednesday, Septemb...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14</th>\n",
       "      <td>2 x DeepCool N9</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: UKM Purchasing \\r\\nSent: Tuesday...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>15</th>\n",
       "      <td>2017 Public Holiday</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: AM L2 Support \\r\\nSent: 14 October 2016 ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>16</th>\n",
       "      <td>2017-09-15 - Bulk Leavers Testing - Access Ca...</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Endava Security</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Remove</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:HR.RO@endava.com\\r\\nTo:Daniela.Grosu@enda...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>17</th>\n",
       "      <td>2FA Accounts &amp; Tokens</td>\n",
       "      <td>MS Shared Infrastructure SecurID Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Sabin Georgescu \\r\\nSent: Thursday, Marc...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>18</th>\n",
       "      <td>2FA Software tokens for OPS - Cristian Ungurean</td>\n",
       "      <td>MS Shared Infrastructure SecurID Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: Vlad Radutac \\r\\nSent: Monday, J...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>19</th>\n",
       "      <td>2FA Software tokens for OPS - Raluca Razec</td>\n",
       "      <td>MS Shared Infrastructure SecurID Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\nFrom: Vlad Radutac \\r\\nSent: Monday, Janua...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>20</th>\n",
       "      <td>604000000967 / 604000001116</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: UKM Purchasing \\r\\nSent: Wednesday, Sept...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>21</th>\n",
       "      <td>604000005282 - Simona Carp</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: UKM Purchasing \\r\\nSent: Thursday, April...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>22</th>\n",
       "      <td>604000006623/604000006859 EN613011</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>T \\t+40 (0)372 363 203         \\r\\n+44 (0)870 ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>23</th>\n",
       "      <td>604000006721 - Partial Delivery</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Relocate</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: UKM Purchasing \\r\\nSent: Monday,...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>24</th>\n",
       "      <td>604000007731 - Octavian Valentin Herman</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: UKM Purchasing \\r\\nSent: Tuesday...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>25</th>\n",
       "      <td>A Rogen - HRIS access change</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Hannah Clements \\r\\nSent: Thursday, Nove...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>26</th>\n",
       "      <td>AD account getting locked</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Maintenance</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\nFrom: Shriroop Parikh \\r\\nSent: Tuesday, D...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>27</th>\n",
       "      <td>AD export - ISDC</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Request for information</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Mihaela Cozmei \\r\\nSent: Friday, March 3...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>28</th>\n",
       "      <td>AD service account</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Alexandru Frecautan \\r\\nSent: Tuesday, A...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>29</th>\n",
       "      <td>AFI 4 employees access</td>\n",
       "      <td>Endava Physical Access Service</td>\n",
       "      <td>Endava Security</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Request for information</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Claudiu Negut \\r\\nSent: Wednesday, April...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>...</th>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38366</th>\n",
       "      <td>win 10 BSOD - 610673</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Radu.Gherman@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38367</th>\n",
       "      <td>win 10 access pin</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Ioan Chis \\r\\nSent: Wednesday, December ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38368</th>\n",
       "      <td>win10 upgrade assistance + external SSD backup</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Ioan.Anghene@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38369</th>\n",
       "      <td>win_10_clean_install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Ruslan.Melnic@endava.com\\r\\nTo:ITS@endava...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38370</th>\n",
       "      <td>windows 10  upgrade</td>\n",
       "      <td>Endava Windows 10 Non Standard Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Ionut.Mircea@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38371</th>\n",
       "      <td>windows 10 - mail merge request</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>User Help</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38372</th>\n",
       "      <td>windows 10 running slow.</td>\n",
       "      <td>Endava Windows 10 Non Standard Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>User Help</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Alexandru.Papuc@endava.com\\r\\nTo:ITS@enda...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38373</th>\n",
       "      <td>windows 10 upgrade SCCM policy update</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38374</th>\n",
       "      <td>windows reinstallation</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>Amalia reported she needs a Windows reinstalla...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38375</th>\n",
       "      <td>windows updates - to be done automatically</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: Mihai Cojocnean \\r\\nSent: Thursd...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38376</th>\n",
       "      <td>wipe EN63036</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Remove</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Raluca Pop \\r\\nSent: Thursday, June 22, ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38377</th>\n",
       "      <td>wipe EN63036</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Maintenance</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Raluca Pop \\r\\nSent: Thursday, June 22, ...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38378</th>\n",
       "      <td>workaround for PRB0010517</td>\n",
       "      <td>Endava Skype for Business Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: Liviu Mihai \\r\\nSent: Monday, Ma...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38379</th>\n",
       "      <td>workforce compensation wrong list</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Valentin.Calin@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38380</th>\n",
       "      <td>wp_DLowners - extra staff</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Andrei Joldos \\r\\nSent: Monday, March 6,...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38381</th>\n",
       "      <td>wp_dlowners - new member</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: WorldPay.PMO \\r\\nSent: Tuesday, August 8...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38382</th>\n",
       "      <td>write access for Ivana Nedelkova to https://on...</td>\n",
       "      <td>Endava Intranet Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Octavian Coravu \\r\\nSent: Friday, Februa...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38383</th>\n",
       "      <td>write access for PAS SOFIA DU</td>\n",
       "      <td>Endava Oracle PAS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Daniel.Tiru@endava.com\\r\\nTo:ITS@endava.c...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38384</th>\n",
       "      <td>write access on Prudential account</td>\n",
       "      <td>Endava Oracle PAS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Iuliana Toma \\r\\nSent: Friday, August 11...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38385</th>\n",
       "      <td>write access on intranet</td>\n",
       "      <td>Endava Intranet Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Cosmin Cristea \\r\\nSent: Wednesday, July...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38386</th>\n",
       "      <td>write access to Nets portal for Cristina Chici...</td>\n",
       "      <td>Endava Intranet Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td></td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Veronica Ruxanda \\r\\nSent: Friday, Octob...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38387</th>\n",
       "      <td>write access to Nets projects</td>\n",
       "      <td>Endava Oracle PAS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Linda Cozic \\r\\nSent: Wednesday, October...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38388</th>\n",
       "      <td>write access to PMO email address</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\nFrom: Cornelia David \\r\\nSent: Monday, Oct...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38389</th>\n",
       "      <td>write access to Paul Chis to the following fil...</td>\n",
       "      <td>Endava Intranet Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Sergiu.Popa@endava.com\\r\\nTo:ITS@endava.c...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38390</th>\n",
       "      <td>write permissions for GLPI</td>\n",
       "      <td>Endava Inventory Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: Vlad Cristian \\r\\nSent: Thursday...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38391</th>\n",
       "      <td>wrong number of days leave</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:AlinaCatalina.Rusu@endava.com\\r\\nTo:ITS@e...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38392</th>\n",
       "      <td>wudevops mailing group</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Boris.Sit@endava.com\\r\\nTo:ITS@endava.com...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38393</th>\n",
       "      <td>wutestleads mailing group to be created</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Request</td>\n",
       "      <td>From:Boris.Sit@endava.com\\r\\nTo:ITS@endava.com...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38394</th>\n",
       "      <td>www.scaffe.ro - IP Endava issue</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Request for information</td>\n",
       "      <td>Request</td>\n",
       "      <td>From: Cristina Dublesiu \\r\\nSent: Monday, Augu...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>38395</th>\n",
       "      <td>zile de concediu</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Request</td>\n",
       "      <td>\\r\\n\\r\\nFrom: Livia Ionita \\r\\nSent: Thursday,...</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "  </tbody>\n",
       "</table>\n",
       "<p>38396 rows × 9 columns</p>\n",
       "</div>"
      ],
      "text/plain": [
       "                                                   title  \\\n",
       "0                Endava Uptime Reporting             ...   \n",
       "1                                              Add to DL   \n",
       "2                 PO 604000002572 - Mihai Marinescu- AFi   \n",
       "3        Set up and install Latest Apple OSX and prep...   \n",
       "4                                 employment changes CDS   \n",
       "5                                         set 703 - SPAM   \n",
       "6                             \"Access to PAS|Ivan Danev\"   \n",
       "7          \"Monthly PAS Activities Calendar\" permissions   \n",
       "8                               \"Security\" DL membership   \n",
       "9       #Leaver form for Adrian Zburatura - leave dat...   \n",
       "10                                          (spam eMail)   \n",
       "11                                   1/2 day off request   \n",
       "12                                   14\" laptop for Ivan   \n",
       "13      2 extensions power-cords for Endava Nets proj...   \n",
       "14                                       2 x DeepCool N9   \n",
       "15                                   2017 Public Holiday   \n",
       "16      2017-09-15 - Bulk Leavers Testing - Access Ca...   \n",
       "17                                 2FA Accounts & Tokens   \n",
       "18       2FA Software tokens for OPS - Cristian Ungurean   \n",
       "19            2FA Software tokens for OPS - Raluca Razec   \n",
       "20                           604000000967 / 604000001116   \n",
       "21                            604000005282 - Simona Carp   \n",
       "22                    604000006623/604000006859 EN613011   \n",
       "23                       604000006721 - Partial Delivery   \n",
       "24               604000007731 - Octavian Valentin Herman   \n",
       "25                          A Rogen - HRIS access change   \n",
       "26                             AD account getting locked   \n",
       "27                                      AD export - ISDC   \n",
       "28                                    AD service account   \n",
       "29                                AFI 4 employees access   \n",
       "...                                                  ...   \n",
       "38366                               win 10 BSOD - 610673   \n",
       "38367                                  win 10 access pin   \n",
       "38368     win10 upgrade assistance + external SSD backup   \n",
       "38369                               win_10_clean_install   \n",
       "38370                                windows 10  upgrade   \n",
       "38371                    windows 10 - mail merge request   \n",
       "38372                           windows 10 running slow.   \n",
       "38373              windows 10 upgrade SCCM policy update   \n",
       "38374                             windows reinstallation   \n",
       "38375         windows updates - to be done automatically   \n",
       "38376                                       wipe EN63036   \n",
       "38377                                       wipe EN63036   \n",
       "38378                          workaround for PRB0010517   \n",
       "38379                  workforce compensation wrong list   \n",
       "38380                          wp_DLowners - extra staff   \n",
       "38381                           wp_dlowners - new member   \n",
       "38382  write access for Ivana Nedelkova to https://on...   \n",
       "38383                      write access for PAS SOFIA DU   \n",
       "38384                write access on Prudential account    \n",
       "38385                           write access on intranet   \n",
       "38386  write access to Nets portal for Cristina Chici...   \n",
       "38387                      write access to Nets projects   \n",
       "38388                 write access to PMO email address    \n",
       "38389  write access to Paul Chis to the following fil...   \n",
       "38390                         write permissions for GLPI   \n",
       "38391                         wrong number of days leave   \n",
       "38392                             wudevops mailing group   \n",
       "38393            wutestleads mailing group to be created   \n",
       "38394                    www.scaffe.ro - IP Endava issue   \n",
       "38395                                   zile de concediu   \n",
       "\n",
       "                                 business_service                    category  \\\n",
       "0                        Endava Reporting Service          Service Management   \n",
       "1                            Endava Email Service  Endava Application Support   \n",
       "2                  Endava Desktop Support Service     Endava Desktop Services   \n",
       "3                  Endava Non Standard IT Service     Endava Desktop Services   \n",
       "4                              Endava CDS Service  Endava Application Support   \n",
       "5                      Endava Spam Filter Service  Endava Application Support   \n",
       "6      Endava Oracle Fusion Finance (FPP) Service  Endava Application Support   \n",
       "7                            Endava Email Service  Endava Application Support   \n",
       "8                            Endava Email Service  Endava Application Support   \n",
       "9                         Endava MSD Tool Service  Endava Application Support   \n",
       "10                     Endava Spam Filter Service  Endava Application Support   \n",
       "11                            Endava HRIS Service  Endava Application Support   \n",
       "12                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "13                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "14                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "15                            Endava HRIS Service  Endava Application Support   \n",
       "16                 Endava Non Standard IT Service             Endava Security   \n",
       "17       MS Shared Infrastructure SecurID Service  Endava Application Support   \n",
       "18       MS Shared Infrastructure SecurID Service  Endava Application Support   \n",
       "19       MS Shared Infrastructure SecurID Service  Endava Application Support   \n",
       "20                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "21                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "22                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "23                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "24                 Endava Desktop Support Service     Endava Desktop Services   \n",
       "25                            Endava HRIS Service  Endava Application Support   \n",
       "26                 Endava Desktop Support Service  Endava Application Support   \n",
       "27                 Endava Non Standard IT Service  Endava Application Support   \n",
       "28                Endava Active Directory Service  Endava Application Support   \n",
       "29                 Endava Physical Access Service             Endava Security   \n",
       "...                                           ...                         ...   \n",
       "38366              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38367              Endava Non Standard IT Service     Endava Desktop Services   \n",
       "38368              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38369              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38370      Endava Windows 10 Non Standard Service     Endava Desktop Services   \n",
       "38371              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38372      Endava Windows 10 Non Standard Service     Endava Desktop Services   \n",
       "38373                        Endava Email Service  Endava Application Support   \n",
       "38374              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38375              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38376              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38377              Endava Desktop Support Service     Endava Desktop Services   \n",
       "38378           Endava Skype for Business Service  Endava Application Support   \n",
       "38379  Endava Oracle Fusion Finance (FPP) Service  Endava Application Support   \n",
       "38380             Endava Active Directory Service  Endava Application Support   \n",
       "38381                        Endava Email Service  Endava Application Support   \n",
       "38382                     Endava Intranet Service  Endava Application Support   \n",
       "38383                  Endava Oracle PAS Service   Endava Application Support   \n",
       "38384                  Endava Oracle PAS Service   Endava Application Support   \n",
       "38385                     Endava Intranet Service  Endava Application Support   \n",
       "38386                     Endava Intranet Service  Endava Application Support   \n",
       "38387                  Endava Oracle PAS Service   Endava Application Support   \n",
       "38388                        Endava Email Service  Endava Application Support   \n",
       "38389                     Endava Intranet Service  Endava Application Support   \n",
       "38390                    Endava Inventory Service  Endava Application Support   \n",
       "38391                    Endava Oracle Fusion HCM  Endava Application Support   \n",
       "38392                        Endava Email Service  Endava Application Support   \n",
       "38393                        Endava Email Service  Endava Application Support   \n",
       "38394              Endava Non Standard IT Service  Endava Application Support   \n",
       "38395                         Endava HRIS Service  Endava Application Support   \n",
       "\n",
       "                sub_category1            sub_category2 ticket_type  \\\n",
       "0                   reporting          Capacity Report     Request   \n",
       "1           Access Management                              Request   \n",
       "2            Desktop Hardware              Add/Install     Request   \n",
       "3      Desktop OS/Application              Add/Install     Request   \n",
       "4          Account Management              Add/Install     Request   \n",
       "5          Account Management     Configuration Change     Request   \n",
       "6      Application Management              Add/Install     Request   \n",
       "7          Account Management     Configuration Change     Request   \n",
       "8      Application Management              Add/Install     Request   \n",
       "9          Account Management                   Leaver     Request   \n",
       "10     Application Management              Add/Install     Request   \n",
       "11         Account Management     Configuration Change     Request   \n",
       "12           Desktop Hardware                              Request   \n",
       "13           Desktop Hardware              Add/Install     Request   \n",
       "14           Desktop Hardware              Add/Install     Request   \n",
       "15     Application Management              Add/Install     Request   \n",
       "16          Access Management                   Remove     Request   \n",
       "17     Application Management     Configuration Change     Request   \n",
       "18         Account Management              Add/Install     Request   \n",
       "19         Account Management              Add/Install     Request   \n",
       "20           Desktop Hardware              Add/Install     Request   \n",
       "21           Desktop Hardware              Add/Install     Request   \n",
       "22           Desktop Hardware              Add/Install     Request   \n",
       "23           Desktop Hardware                 Relocate     Request   \n",
       "24           Desktop Hardware              Add/Install     Request   \n",
       "25         Account Management     Configuration Change     Request   \n",
       "26     Application Management              Maintenance     Request   \n",
       "27     Application Management  Request for information     Request   \n",
       "28         Account Management              Add/Install     Request   \n",
       "29          Access Management  Request for information     Request   \n",
       "...                       ...                      ...         ...   \n",
       "38366        Desktop Hardware     Configuration Change     Request   \n",
       "38367  Desktop OS/Application     Configuration Change     Request   \n",
       "38368        Desktop Hardware              Add/Install     Request   \n",
       "38369  Desktop OS/Application     Configuration Change     Request   \n",
       "38370  Desktop OS/Application              Add/Install     Request   \n",
       "38371  Desktop OS/Application                User Help     Request   \n",
       "38372  Desktop OS/Application                User Help     Request   \n",
       "38373      Account Management     Configuration Change     Request   \n",
       "38374  Desktop OS/Application     Configuration Change     Request   \n",
       "38375  Desktop OS/Application     Configuration Change     Request   \n",
       "38376        Desktop Hardware                   Remove     Request   \n",
       "38377        Desktop Hardware              Maintenance     Request   \n",
       "38378  Application Management     Configuration Change     Request   \n",
       "38379      Account Management     Configuration Change     Request   \n",
       "38380       Access Management              Add/Install     Request   \n",
       "38381      Account Management              Add/Install     Request   \n",
       "38382       Access Management              Add/Install     Request   \n",
       "38383       Access Management              Add/Install     Request   \n",
       "38384       Access Management              Add/Install     Request   \n",
       "38385       Access Management              Add/Install     Request   \n",
       "38386  Application Management                              Request   \n",
       "38387       Access Management              Add/Install     Request   \n",
       "38388  Application Management              Add/Install     Request   \n",
       "38389       Access Management              Add/Install     Request   \n",
       "38390      Account Management              Add/Install     Request   \n",
       "38391  Application Management              Add/Install     Request   \n",
       "38392      Account Management              Add/Install     Request   \n",
       "38393      Account Management              Add/Install     Request   \n",
       "38394  Application Management  Request for information     Request   \n",
       "38395  Application Management     Configuration Change     Request   \n",
       "\n",
       "                                                    body   impact  urgency  \n",
       "0      \\r\\n\\r\\nFrom: Capacity Reporting \\r\\nSent: Mon...  3 - Low  3 - Low  \n",
       "1      From: Edward Butler \\r\\nSent: Tuesday, October...  3 - Low  3 - Low  \n",
       "2      \\r\\nFrom: UKM Purchasing \\r\\nSent: Tuesday, De...  3 - Low  3 - Low  \n",
       "3      Hi ITS,\\r\\n\\r\\nPlease open tickets and assign ...  3 - Low  3 - Low  \n",
       "4      From: Miroslav Stipanovic \\r\\nSent: 06 Decembe...  3 - Low  3 - Low  \n",
       "5      From: Savannah Gallo \\r\\nSent: Monday, July 18...  3 - Low  3 - Low  \n",
       "6      From:AMOraclePASSupport@endava.com\\r\\nTo:ITS@e...  3 - Low  3 - Low  \n",
       "7      From:Jennifer.Oloyede@endava.com\\r\\nTo:Rob.Mac...  3 - Low  3 - Low  \n",
       "8      \\r\\n\\r\\nFrom: David Feltham \\r\\nSent: Tuesday,...  3 - Low  3 - Low  \n",
       "9      From: HR NetAdmin \\r\\nSent: Friday, July 7, 20...  3 - Low  3 - Low  \n",
       "10     From: David Feltham \\r\\nSent: Friday, Septembe...  3 - Low  3 - Low  \n",
       "11     From: Kelly Mills \\r\\nSent: Monday, August 22,...  3 - Low  3 - Low  \n",
       "12     From: Anton Panovski \\r\\nSent: Friday, October...  3 - Low  3 - Low  \n",
       "13     From: Cosmin Pana \\r\\nSent: Wednesday, Septemb...  3 - Low  3 - Low  \n",
       "14     \\r\\n\\r\\nFrom: UKM Purchasing \\r\\nSent: Tuesday...  3 - Low  3 - Low  \n",
       "15     From: AM L2 Support \\r\\nSent: 14 October 2016 ...  3 - Low  3 - Low  \n",
       "16     From:HR.RO@endava.com\\r\\nTo:Daniela.Grosu@enda...  3 - Low  3 - Low  \n",
       "17     From: Sabin Georgescu \\r\\nSent: Thursday, Marc...  3 - Low  3 - Low  \n",
       "18     \\r\\n\\r\\nFrom: Vlad Radutac \\r\\nSent: Monday, J...  3 - Low  3 - Low  \n",
       "19     \\r\\nFrom: Vlad Radutac \\r\\nSent: Monday, Janua...  3 - Low  3 - Low  \n",
       "20     From: UKM Purchasing \\r\\nSent: Wednesday, Sept...  3 - Low  3 - Low  \n",
       "21     From: UKM Purchasing \\r\\nSent: Thursday, April...  3 - Low  3 - Low  \n",
       "22     T \\t+40 (0)372 363 203         \\r\\n+44 (0)870 ...  3 - Low  3 - Low  \n",
       "23     \\r\\n\\r\\nFrom: UKM Purchasing \\r\\nSent: Monday,...  3 - Low  3 - Low  \n",
       "24     \\r\\n\\r\\nFrom: UKM Purchasing \\r\\nSent: Tuesday...  3 - Low  3 - Low  \n",
       "25     From: Hannah Clements \\r\\nSent: Thursday, Nove...  3 - Low  3 - Low  \n",
       "26     \\r\\nFrom: Shriroop Parikh \\r\\nSent: Tuesday, D...  3 - Low  3 - Low  \n",
       "27     From: Mihaela Cozmei \\r\\nSent: Friday, March 3...  3 - Low  3 - Low  \n",
       "28     From: Alexandru Frecautan \\r\\nSent: Tuesday, A...  3 - Low  3 - Low  \n",
       "29     From: Claudiu Negut \\r\\nSent: Wednesday, April...  3 - Low  3 - Low  \n",
       "...                                                  ...      ...      ...  \n",
       "38366  From:Radu.Gherman@endava.com\\r\\nTo:ITS@endava....  3 - Low  3 - Low  \n",
       "38367  From: Ioan Chis \\r\\nSent: Wednesday, December ...  3 - Low  3 - Low  \n",
       "38368  From:Ioan.Anghene@endava.com\\r\\nTo:ITS@endava....  3 - Low  3 - Low  \n",
       "38369  From:Ruslan.Melnic@endava.com\\r\\nTo:ITS@endava...  3 - Low  3 - Low  \n",
       "38370  From:Ionut.Mircea@endava.com\\r\\nTo:ITS@endava....  3 - Low  3 - Low  \n",
       "38371  From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...  3 - Low  3 - Low  \n",
       "38372  From:Alexandru.Papuc@endava.com\\r\\nTo:ITS@enda...  3 - Low  3 - Low  \n",
       "38373  From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...  3 - Low  3 - Low  \n",
       "38374  Amalia reported she needs a Windows reinstalla...  3 - Low  3 - Low  \n",
       "38375  \\r\\n\\r\\nFrom: Mihai Cojocnean \\r\\nSent: Thursd...  3 - Low  3 - Low  \n",
       "38376  From: Raluca Pop \\r\\nSent: Thursday, June 22, ...  3 - Low  3 - Low  \n",
       "38377  From: Raluca Pop \\r\\nSent: Thursday, June 22, ...  3 - Low  3 - Low  \n",
       "38378  \\r\\n\\r\\nFrom: Liviu Mihai \\r\\nSent: Monday, Ma...  3 - Low  3 - Low  \n",
       "38379  From:Valentin.Calin@endava.com\\r\\nTo:ITS@endav...  3 - Low  3 - Low  \n",
       "38380  From: Andrei Joldos \\r\\nSent: Monday, March 6,...  3 - Low  3 - Low  \n",
       "38381  From: WorldPay.PMO \\r\\nSent: Tuesday, August 8...  3 - Low  3 - Low  \n",
       "38382  From: Octavian Coravu \\r\\nSent: Friday, Februa...  3 - Low  3 - Low  \n",
       "38383  From:Daniel.Tiru@endava.com\\r\\nTo:ITS@endava.c...  3 - Low  3 - Low  \n",
       "38384  From: Iuliana Toma \\r\\nSent: Friday, August 11...  3 - Low  3 - Low  \n",
       "38385  From: Cosmin Cristea \\r\\nSent: Wednesday, July...  3 - Low  3 - Low  \n",
       "38386  From: Veronica Ruxanda \\r\\nSent: Friday, Octob...  3 - Low  3 - Low  \n",
       "38387  From: Linda Cozic \\r\\nSent: Wednesday, October...  3 - Low  3 - Low  \n",
       "38388  \\r\\nFrom: Cornelia David \\r\\nSent: Monday, Oct...  3 - Low  3 - Low  \n",
       "38389  From:Sergiu.Popa@endava.com\\r\\nTo:ITS@endava.c...  3 - Low  3 - Low  \n",
       "38390  \\r\\n\\r\\nFrom: Vlad Cristian \\r\\nSent: Thursday...  3 - Low  3 - Low  \n",
       "38391  From:AlinaCatalina.Rusu@endava.com\\r\\nTo:ITS@e...  3 - Low  3 - Low  \n",
       "38392  From:Boris.Sit@endava.com\\r\\nTo:ITS@endava.com...  3 - Low  3 - Low  \n",
       "38393  From:Boris.Sit@endava.com\\r\\nTo:ITS@endava.com...  3 - Low  3 - Low  \n",
       "38394  From: Cristina Dublesiu \\r\\nSent: Monday, Augu...  3 - Low  3 - Low  \n",
       "38395  \\r\\n\\r\\nFrom: Livia Ionita \\r\\nSent: Thursday,...  3 - Low  3 - Low  \n",
       "\n",
       "[38396 rows x 9 columns]"
      ]
     },
     "execution_count": 4,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "dfRequests"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 5,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.272049Z",
     "start_time": "2018-05-15T05:03:30.248336Z"
    }
   },
   "outputs": [],
   "source": [
    "# Reorder columns\n",
    "columnsOrder = [\n",
    "    'title', 'body', 'ticket_type', 'category',\n",
    "    'sub_category1', 'sub_category2', 'business_service',\n",
    "    'urgency', 'impact'\n",
    "]\n",
    "dfIncidents = dfIncidents[columnsOrder]\n",
    "dfRequests = dfRequests[columnsOrder]"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 6,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.325051Z",
     "start_time": "2018-05-15T05:03:30.275016Z"
    }
   },
   "outputs": [
    {
     "data": {
      "text/html": [
       "<div>\n",
       "<table border=\"1\" class=\"dataframe\">\n",
       "  <thead>\n",
       "    <tr style=\"text-align: right;\">\n",
       "      <th></th>\n",
       "      <th>title</th>\n",
       "      <th>body</th>\n",
       "      <th>ticket_type</th>\n",
       "      <th>category</th>\n",
       "      <th>sub_category1</th>\n",
       "      <th>sub_category2</th>\n",
       "      <th>business_service</th>\n",
       "      <th>urgency</th>\n",
       "      <th>impact</th>\n",
       "    </tr>\n",
       "  </thead>\n",
       "  <tbody>\n",
       "    <tr>\n",
       "      <th>0</th>\n",
       "      <td>Acces cladirea E5 - No access  - IASI</td>\n",
       "      <td>From:Alina.Morosac@endava.com\\r\\nTo:ITS@endava...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Physical Access Service</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>1</th>\n",
       "      <td>Connection issues on the Worlpday network with...</td>\n",
       "      <td>From:Andreea.Toderean@endava.com\\r\\nTo:ITS@end...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava LAN and WIFI access Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>2</th>\n",
       "      <td>Cannot access https://cds/</td>\n",
       "      <td>From:Mihai.Dinu@endava.com\\r\\nTo:ITS@endava.co...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava CDS Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>3</th>\n",
       "      <td>Email address shown as not valid - Name change...</td>\n",
       "      <td>From:Myrielle.Lorscheid@endava.com\\r\\nTo:ITS@e...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>4</th>\n",
       "      <td>DPM: Critical alert: UKIXBKP01</td>\n",
       "      <td>From: DPM Service \\r\\r\\nSent: Tuesday, January...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Infrastructure Services</td>\n",
       "      <td>Managed Servers</td>\n",
       "      <td>Storage Device</td>\n",
       "      <td>Endava Backup Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>5</th>\n",
       "      <td>Timesheet code spelling mistake in Oracle</td>\n",
       "      <td>From:Bradley.Howard@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>6</th>\n",
       "      <td>Timesheet Oracle and Annual Leave</td>\n",
       "      <td>From:Roman.Pavlic@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Reporting</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>7</th>\n",
       "      <td>Endava Jira Service unavailable</td>\n",
       "      <td>From:Roman.Bulat@endava.com\\r\\nTo:ITS@endava.c...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Jira Service</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>2 - Medium</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>8</th>\n",
       "      <td>P3O report in Oracle BI not working</td>\n",
       "      <td>From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Reporting</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>9</th>\n",
       "      <td>No more access to Outlook</td>\n",
       "      <td>From:hans-peter.forster@arcor.de\\r\\r\\nTo:its@e...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>10</th>\n",
       "      <td>Open VPN - admin credentials required</td>\n",
       "      <td>Open VPN - admin credentials required - please...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Application</td>\n",
       "      <td>Other</td>\n",
       "      <td>Endava OpenVPN Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>11</th>\n",
       "      <td>FW: Chisinau New Office - Status Update</td>\n",
       "      <td>Dear Ovidiu, \\r\\r\\nPlease ask our supplier for...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Procurement Services</td>\n",
       "      <td>Other</td>\n",
       "      <td></td>\n",
       "      <td>Endava Procurement Service - Standard IT</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>12</th>\n",
       "      <td>RE: AQR Capital - Palo Alto Networks Firewalls...</td>\n",
       "      <td>From:Michael.Pasqualone@aqr.com\\r\\nTo:ITS@enda...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>On Premises Equipment</td>\n",
       "      <td>Other</td>\n",
       "      <td>Endava Hardware Infrastructure Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>13</th>\n",
       "      <td>issue with headset</td>\n",
       "      <td>From:Iraida.Eremia@endava.com\\r\\nTo:ITS@endava...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Other Peripherals</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14</th>\n",
       "      <td>WP Sharepoint Access</td>\n",
       "      <td>From:Iulia.Cismas@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Intranet Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>15</th>\n",
       "      <td>Oracle timesheet \"in error\" status</td>\n",
       "      <td>From:Tiberiu.Ticoan@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>16</th>\n",
       "      <td>RMT \"Search risk\" results show wrong scores</td>\n",
       "      <td>From:Aleksandar.Davchevski@endava.com\\r\\nTo:IT...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava RMT service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>17</th>\n",
       "      <td>Client's laptop added to our network - need to...</td>\n",
       "      <td>From:Cristian.Pricop@endava.com\\r\\nTo:ITS@enda...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Network</td>\n",
       "      <td>Network Cabling</td>\n",
       "      <td>Endava Hardware Infrastructure Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>18</th>\n",
       "      <td>Skype</td>\n",
       "      <td>From:Narelle.Juffermans@endava.com\\r\\r\\nTo:ITS...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Application</td>\n",
       "      <td>Voip/IM application</td>\n",
       "      <td>Endava Skype for Business Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>19</th>\n",
       "      <td>delete my timesheet for this week from oracle ...</td>\n",
       "      <td>From:Sergiu.Popa@endava.com\\r\\nTo:ITS@endava.c...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>20</th>\n",
       "      <td>Error Oracle</td>\n",
       "      <td>From:AM_OracleHRSupport@endava.com\\r\\r\\nTo:ITS...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion HCM</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>21</th>\n",
       "      <td>Michael Greenberg- Email not working</td>\n",
       "      <td>From:Jasmine.Schopler@endava.com\\r\\nTo:ITS@end...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>22</th>\n",
       "      <td>Problems with MD VPN</td>\n",
       "      <td>From:Maxim.Tacu@endava.com\\r\\nTo:ITS@endava.co...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava OpenVPN Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>23</th>\n",
       "      <td>Process Submit button is greyed out</td>\n",
       "      <td>From:AM_ORACLEBISUPPORT@endava.com\\r\\r\\nTo:ITS...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>24</th>\n",
       "      <td>Documents fail to appear under my.cc Main Team...</td>\n",
       "      <td>From:Mircea.Precup@endava.com\\r\\nTo:ITS@endava...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Database</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>25</th>\n",
       "      <td>Certificate issue -OpenVPN</td>\n",
       "      <td>From:Alexandra.Marinescu@endava.com\\r\\nTo:ITS@...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava OpenVPN Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>26</th>\n",
       "      <td>BWS file upload issue</td>\n",
       "      <td>From:Ana-Maria.Racoveanu@endava.com\\r\\nTo:ITS@...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>27</th>\n",
       "      <td>Error:Not able to upload documents in BWS</td>\n",
       "      <td>From:Cristina.Marin@endava.com\\r\\r\\nTo:ITS@end...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>28</th>\n",
       "      <td>Easy team (Nets) - Slow connection on VDI</td>\n",
       "      <td>From:Lavinia.Andrei@endava.com\\r\\nTo:ITS@endav...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>29</th>\n",
       "      <td>Auto: Approve Requisition 204000021305</td>\n",
       "      <td>From:Adrian.Suciu@endava.com\\r\\nTo:ITS@endava....</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>...</th>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14156</th>\n",
       "      <td>Issues logging to TestLink MD</td>\n",
       "      <td>Olga was granted access to Testlink: https://d...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Testlink Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14157</th>\n",
       "      <td>Oracle Fusion Improvements</td>\n",
       "      <td>From: Adrian Roman \\r\\r\\nSent: Friday, July 29...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14158</th>\n",
       "      <td>Approval stage in Oracle - Log Time</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Roxana Cheregi \\r\\r\\nSent: T...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14159</th>\n",
       "      <td>Oracle messages</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Steve Harding \\r\\r\\nSent: We...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14160</th>\n",
       "      <td>T460s DOA</td>\n",
       "      <td>From: Walter Lannert \\r\\r\\nSent: Wednesday, Ju...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Laptop</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14161</th>\n",
       "      <td>Jacob Harding - OBS.Reception@endava.com - acc...</td>\n",
       "      <td>From: ITS \\r\\r\\nSent: Tuesday, July 26, 2016 1...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Permission</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14162</th>\n",
       "      <td>Authentication problem to Endava Referrals</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Cosmin Telescu \\r\\r\\nSent: M...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14163</th>\n",
       "      <td>Endava University Account</td>\n",
       "      <td>From: Andrei Neag \\r\\r\\nSent: Monday, July 25,...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14164</th>\n",
       "      <td>Exchange is down</td>\n",
       "      <td>Exchange is down - e-mail and SfB is not avail...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>1 - High</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14165</th>\n",
       "      <td>Oracle Timecards error</td>\n",
       "      <td>From: Claudiu Constantinescu \\r\\r\\nSent: Frida...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14166</th>\n",
       "      <td>Cannot submit Expenses</td>\n",
       "      <td>See attachment.  Even though I added an electr...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14167</th>\n",
       "      <td>Selectminds Job Referral webpage is not available</td>\n",
       "      <td>From: Mihail Beregoi \\r\\r\\nSent: Thursday, Jul...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14168</th>\n",
       "      <td>Oracle Update - another bug</td>\n",
       "      <td>From: Marcus Garman \\r\\r\\nSent: Thursday, July...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14169</th>\n",
       "      <td>Taleo- SSO (Social Sourcing) - Error 500</td>\n",
       "      <td>From: Ioana Constandache \\r\\r\\nSent: Thursday,...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14170</th>\n",
       "      <td>RO Backup server performance issues</td>\n",
       "      <td>\\r\\r\\nFrom: Veaceslav Spinu \\r\\r\\nSent: Thursd...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Storage</td>\n",
       "      <td>Other</td>\n",
       "      <td>Endava Hardware Infrastructure Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14171</th>\n",
       "      <td>I am approving expenses on a project code I am...</td>\n",
       "      <td>From: Andrei Carstina \\r\\r\\nSent: Wednesday, J...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14172</th>\n",
       "      <td>Bug in Endava University</td>\n",
       "      <td>From: Calin Mihalcea \\r\\r\\nSent: Wednesday, Ju...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Website Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14173</th>\n",
       "      <td>Oracle Fusion is not working - message: \"Unpla...</td>\n",
       "      <td>From: Sebastian Denes \\r\\r\\nSent: Friday, July...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14174</th>\n",
       "      <td>skype for business issues</td>\n",
       "      <td>From: Remi Savu \\r\\r\\nSent: Friday, July 15, 2...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14175</th>\n",
       "      <td>Oracle Timesheet error</td>\n",
       "      <td>From: Chris Miller \\r\\r\\nSent: Thursday, July ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14176</th>\n",
       "      <td>Bandwidth problems in Pitesti</td>\n",
       "      <td>\\r\\r\\nFrom: Vlad Oprisa \\r\\r\\nSent: Thursday, ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Endava LAN and WIFI access Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14177</th>\n",
       "      <td>Your password will expire in 4 days.</td>\n",
       "      <td>From: Julian Bull \\r\\r\\nSent: 14 July 2016 14:...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14178</th>\n",
       "      <td>sensitive information access? P0</td>\n",
       "      <td>\\r\\r\\nFrom: Catalin Tarla \\r\\r\\nSent: Wednesda...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Security</td>\n",
       "      <td>Vulnerability</td>\n",
       "      <td>Other</td>\n",
       "      <td>Endava Physical Access Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>0 - Security</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14179</th>\n",
       "      <td>Taleo malfunction</td>\n",
       "      <td>\\r\\r\\nFrom: Anca Voinea \\r\\r\\nSent: Tuesday, J...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14180</th>\n",
       "      <td>I cannot login on my outlook account from my l...</td>\n",
       "      <td>[4:35:30 PM] Metzger Petru: I cannot login on ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14181</th>\n",
       "      <td>GIT space for a project - issues with adding u...</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Alina Aolaritei \\r\\r\\nSent: ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava GIT Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14182</th>\n",
       "      <td>Error in BWS</td>\n",
       "      <td>From: Ioana Pavel \\r\\r\\nSent: 07 July 2016 10:...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14183</th>\n",
       "      <td>Connection Issues</td>\n",
       "      <td>From: Oana Lungu \\r\\r\\nSent: Tuesday, July 5, ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14184</th>\n",
       "      <td>Error in ETS Cube reports</td>\n",
       "      <td>\\r\\r\\n\\r\\r\\nFrom: Alexandra Precup \\r\\r\\nSent:...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava ETS Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14185</th>\n",
       "      <td>Running Out on Mitel Extensions</td>\n",
       "      <td>Hello team, \\r\\r\\n\\r\\r\\nPlease be advised that...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Syncronization</td>\n",
       "      <td>Endava Voip Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "  </tbody>\n",
       "</table>\n",
       "<p>14186 rows × 9 columns</p>\n",
       "</div>"
      ],
      "text/plain": [
       "                                                   title  \\\n",
       "0                  Acces cladirea E5 - No access  - IASI   \n",
       "1      Connection issues on the Worlpday network with...   \n",
       "2                             Cannot access https://cds/   \n",
       "3      Email address shown as not valid - Name change...   \n",
       "4                         DPM: Critical alert: UKIXBKP01   \n",
       "5              Timesheet code spelling mistake in Oracle   \n",
       "6                      Timesheet Oracle and Annual Leave   \n",
       "7                        Endava Jira Service unavailable   \n",
       "8                   P3O report in Oracle BI not working    \n",
       "9                              No more access to Outlook   \n",
       "10                 Open VPN - admin credentials required   \n",
       "11               FW: Chisinau New Office - Status Update   \n",
       "12     RE: AQR Capital - Palo Alto Networks Firewalls...   \n",
       "13                                    issue with headset   \n",
       "14                                  WP Sharepoint Access   \n",
       "15                    Oracle timesheet \"in error\" status   \n",
       "16           RMT \"Search risk\" results show wrong scores   \n",
       "17     Client's laptop added to our network - need to...   \n",
       "18                                                Skype    \n",
       "19     delete my timesheet for this week from oracle ...   \n",
       "20                                          Error Oracle   \n",
       "21                  Michael Greenberg- Email not working   \n",
       "22                                  Problems with MD VPN   \n",
       "23                   Process Submit button is greyed out   \n",
       "24     Documents fail to appear under my.cc Main Team...   \n",
       "25                            Certificate issue -OpenVPN   \n",
       "26                                 BWS file upload issue   \n",
       "27             Error:Not able to upload documents in BWS   \n",
       "28             Easy team (Nets) - Slow connection on VDI   \n",
       "29                Auto: Approve Requisition 204000021305   \n",
       "...                                                  ...   \n",
       "14156                      Issues logging to TestLink MD   \n",
       "14157                         Oracle Fusion Improvements   \n",
       "14158                Approval stage in Oracle - Log Time   \n",
       "14159                                    Oracle messages   \n",
       "14160                                          T460s DOA   \n",
       "14161  Jacob Harding - OBS.Reception@endava.com - acc...   \n",
       "14162         Authentication problem to Endava Referrals   \n",
       "14163                          Endava University Account   \n",
       "14164                                   Exchange is down   \n",
       "14165                             Oracle Timecards error   \n",
       "14166                             Cannot submit Expenses   \n",
       "14167  Selectminds Job Referral webpage is not available   \n",
       "14168                        Oracle Update - another bug   \n",
       "14169           Taleo- SSO (Social Sourcing) - Error 500   \n",
       "14170                RO Backup server performance issues   \n",
       "14171  I am approving expenses on a project code I am...   \n",
       "14172                           Bug in Endava University   \n",
       "14173  Oracle Fusion is not working - message: \"Unpla...   \n",
       "14174                          skype for business issues   \n",
       "14175                             Oracle Timesheet error   \n",
       "14176                      Bandwidth problems in Pitesti   \n",
       "14177               Your password will expire in 4 days.   \n",
       "14178                   sensitive information access? P0   \n",
       "14179                                  Taleo malfunction   \n",
       "14180  I cannot login on my outlook account from my l...   \n",
       "14181  GIT space for a project - issues with adding u...   \n",
       "14182                                       Error in BWS   \n",
       "14183                                  Connection Issues   \n",
       "14184                          Error in ETS Cube reports   \n",
       "14185                    Running Out on Mitel Extensions   \n",
       "\n",
       "                                                    body ticket_type  \\\n",
       "0      From:Alina.Morosac@endava.com\\r\\nTo:ITS@endava...    Incident   \n",
       "1      From:Andreea.Toderean@endava.com\\r\\nTo:ITS@end...    Incident   \n",
       "2      From:Mihai.Dinu@endava.com\\r\\nTo:ITS@endava.co...    Incident   \n",
       "3      From:Myrielle.Lorscheid@endava.com\\r\\nTo:ITS@e...    Incident   \n",
       "4      From: DPM Service \\r\\r\\nSent: Tuesday, January...    Incident   \n",
       "5      From:Bradley.Howard@endava.com\\r\\nTo:ITS@endav...    Incident   \n",
       "6      From:Roman.Pavlic@endava.com\\r\\nTo:ITS@endava....    Incident   \n",
       "7      From:Roman.Bulat@endava.com\\r\\nTo:ITS@endava.c...    Incident   \n",
       "8      From:Marcel.Morozan@endava.com\\r\\nTo:ITS@endav...    Incident   \n",
       "9      From:hans-peter.forster@arcor.de\\r\\r\\nTo:its@e...    Incident   \n",
       "10     Open VPN - admin credentials required - please...    Incident   \n",
       "11     Dear Ovidiu, \\r\\r\\nPlease ask our supplier for...    Incident   \n",
       "12     From:Michael.Pasqualone@aqr.com\\r\\nTo:ITS@enda...    Incident   \n",
       "13     From:Iraida.Eremia@endava.com\\r\\nTo:ITS@endava...    Incident   \n",
       "14     From:Iulia.Cismas@endava.com\\r\\nTo:ITS@endava....    Incident   \n",
       "15     From:Tiberiu.Ticoan@endava.com\\r\\nTo:ITS@endav...    Incident   \n",
       "16     From:Aleksandar.Davchevski@endava.com\\r\\nTo:IT...    Incident   \n",
       "17     From:Cristian.Pricop@endava.com\\r\\nTo:ITS@enda...    Incident   \n",
       "18     From:Narelle.Juffermans@endava.com\\r\\r\\nTo:ITS...    Incident   \n",
       "19     From:Sergiu.Popa@endava.com\\r\\nTo:ITS@endava.c...    Incident   \n",
       "20     From:AM_OracleHRSupport@endava.com\\r\\r\\nTo:ITS...    Incident   \n",
       "21     From:Jasmine.Schopler@endava.com\\r\\nTo:ITS@end...    Incident   \n",
       "22     From:Maxim.Tacu@endava.com\\r\\nTo:ITS@endava.co...    Incident   \n",
       "23     From:AM_ORACLEBISUPPORT@endava.com\\r\\r\\nTo:ITS...    Incident   \n",
       "24     From:Mircea.Precup@endava.com\\r\\nTo:ITS@endava...    Incident   \n",
       "25     From:Alexandra.Marinescu@endava.com\\r\\nTo:ITS@...    Incident   \n",
       "26     From:Ana-Maria.Racoveanu@endava.com\\r\\nTo:ITS@...    Incident   \n",
       "27     From:Cristina.Marin@endava.com\\r\\r\\nTo:ITS@end...    Incident   \n",
       "28     From:Lavinia.Andrei@endava.com\\r\\nTo:ITS@endav...    Incident   \n",
       "29     From:Adrian.Suciu@endava.com\\r\\nTo:ITS@endava....    Incident   \n",
       "...                                                  ...         ...   \n",
       "14156  Olga was granted access to Testlink: https://d...    Incident   \n",
       "14157  From: Adrian Roman \\r\\r\\nSent: Friday, July 29...    Incident   \n",
       "14158  \\r\\r\\n\\r\\r\\nFrom: Roxana Cheregi \\r\\r\\nSent: T...    Incident   \n",
       "14159  \\r\\r\\n\\r\\r\\nFrom: Steve Harding \\r\\r\\nSent: We...    Incident   \n",
       "14160  From: Walter Lannert \\r\\r\\nSent: Wednesday, Ju...    Incident   \n",
       "14161  From: ITS \\r\\r\\nSent: Tuesday, July 26, 2016 1...    Incident   \n",
       "14162  \\r\\r\\n\\r\\r\\nFrom: Cosmin Telescu \\r\\r\\nSent: M...    Incident   \n",
       "14163  From: Andrei Neag \\r\\r\\nSent: Monday, July 25,...    Incident   \n",
       "14164  Exchange is down - e-mail and SfB is not avail...    Incident   \n",
       "14165  From: Claudiu Constantinescu \\r\\r\\nSent: Frida...    Incident   \n",
       "14166  See attachment.  Even though I added an electr...    Incident   \n",
       "14167  From: Mihail Beregoi \\r\\r\\nSent: Thursday, Jul...    Incident   \n",
       "14168  From: Marcus Garman \\r\\r\\nSent: Thursday, July...    Incident   \n",
       "14169  From: Ioana Constandache \\r\\r\\nSent: Thursday,...    Incident   \n",
       "14170  \\r\\r\\nFrom: Veaceslav Spinu \\r\\r\\nSent: Thursd...    Incident   \n",
       "14171  From: Andrei Carstina \\r\\r\\nSent: Wednesday, J...    Incident   \n",
       "14172  From: Calin Mihalcea \\r\\r\\nSent: Wednesday, Ju...    Incident   \n",
       "14173  From: Sebastian Denes \\r\\r\\nSent: Friday, July...    Incident   \n",
       "14174  From: Remi Savu \\r\\r\\nSent: Friday, July 15, 2...    Incident   \n",
       "14175  From: Chris Miller \\r\\r\\nSent: Thursday, July ...    Incident   \n",
       "14176  \\r\\r\\nFrom: Vlad Oprisa \\r\\r\\nSent: Thursday, ...    Incident   \n",
       "14177  From: Julian Bull \\r\\r\\nSent: 14 July 2016 14:...    Incident   \n",
       "14178  \\r\\r\\nFrom: Catalin Tarla \\r\\r\\nSent: Wednesda...    Incident   \n",
       "14179  \\r\\r\\nFrom: Anca Voinea \\r\\r\\nSent: Tuesday, J...    Incident   \n",
       "14180  [4:35:30 PM] Metzger Petru: I cannot login on ...    Incident   \n",
       "14181  \\r\\r\\n\\r\\r\\nFrom: Alina Aolaritei \\r\\r\\nSent: ...    Incident   \n",
       "14182  From: Ioana Pavel \\r\\r\\nSent: 07 July 2016 10:...    Incident   \n",
       "14183  From: Oana Lungu \\r\\r\\nSent: Tuesday, July 5, ...    Incident   \n",
       "14184  \\r\\r\\n\\r\\r\\nFrom: Alexandra Precup \\r\\r\\nSent:...    Incident   \n",
       "14185  Hello team, \\r\\r\\n\\r\\r\\nPlease be advised that...    Incident   \n",
       "\n",
       "                             category          sub_category1  \\\n",
       "0          Endava Application Support          Functionality   \n",
       "1          Endava Application Support          Functionality   \n",
       "2          Endava Application Support          Functionality   \n",
       "3          Endava Application Support           User Account   \n",
       "4             Infrastructure Services        Managed Servers   \n",
       "5          Endava Application Support                   Data   \n",
       "6          Endava Application Support              Reporting   \n",
       "7          Endava Application Support          Functionality   \n",
       "8          Endava Application Support              Reporting   \n",
       "9          Endava Application Support           User Account   \n",
       "10            Endava Desktop Services    Desktop Application   \n",
       "11               Procurement Services                  Other   \n",
       "12     Endava Infrastructure Services  On Premises Equipment   \n",
       "13            Endava Desktop Services       Desktop Hardware   \n",
       "14         Endava Application Support                   Data   \n",
       "15         Endava Application Support          Functionality   \n",
       "16         Endava Application Support                   Data   \n",
       "17     Endava Infrastructure Services                Network   \n",
       "18            Endava Desktop Services    Desktop Application   \n",
       "19         Endava Application Support          Functionality   \n",
       "20         Endava Application Support          Functionality   \n",
       "21         Endava Application Support          Functionality   \n",
       "22         Endava Application Support           User Account   \n",
       "23         Endava Application Support          Functionality   \n",
       "24         Endava Application Support               Database   \n",
       "25         Endava Application Support          Functionality   \n",
       "26         Endava Application Support          Functionality   \n",
       "27         Endava Application Support          Functionality   \n",
       "28            Endava Desktop Services                Network   \n",
       "29         Endava Application Support           User Account   \n",
       "...                               ...                    ...   \n",
       "14156      Endava Application Support           User Account   \n",
       "14157      Endava Application Support          Functionality   \n",
       "14158      Endava Application Support                   Data   \n",
       "14159      Endava Application Support          Functionality   \n",
       "14160         Endava Desktop Services       Desktop Hardware   \n",
       "14161      Endava Application Support           User Account   \n",
       "14162      Endava Application Support          Functionality   \n",
       "14163      Endava Application Support           User Account   \n",
       "14164      Endava Application Support          Functionality   \n",
       "14165      Endava Application Support                   Data   \n",
       "14166      Endava Application Support          Functionality   \n",
       "14167      Endava Application Support          Functionality   \n",
       "14168      Endava Application Support          Functionality   \n",
       "14169      Endava Application Support          Functionality   \n",
       "14170  Endava Infrastructure Services                Storage   \n",
       "14171      Endava Application Support          Functionality   \n",
       "14172      Endava Application Support          Functionality   \n",
       "14173      Endava Application Support          Functionality   \n",
       "14174      Endava Application Support          Functionality   \n",
       "14175      Endava Application Support                   Data   \n",
       "14176  Endava Infrastructure Services                Network   \n",
       "14177      Endava Application Support           User Account   \n",
       "14178                        Security          Vulnerability   \n",
       "14179      Endava Application Support           User Account   \n",
       "14180      Endava Application Support          Functionality   \n",
       "14181      Endava Application Support          Functionality   \n",
       "14182      Endava Application Support                   Data   \n",
       "14183         Endava Desktop Services                Network   \n",
       "14184      Endava Application Support          Functionality   \n",
       "14185      Endava Application Support           User Account   \n",
       "\n",
       "             sub_category2                            business_service  \\\n",
       "0                   Access              Endava Physical Access Service   \n",
       "1                    Error          Endava LAN and WIFI access Service   \n",
       "2                   Access                          Endava CDS Service   \n",
       "3           Authentication             Endava Active Directory Service   \n",
       "4           Storage Device                       Endava Backup Service   \n",
       "5                  Content                    Endava Oracle Fusion HCM   \n",
       "6                   Access                    Endava Oracle Fusion HCM   \n",
       "7                    Error                         Endava Jira Service   \n",
       "8                    Error  Endava Oracle Fusion Finance (FPP) Service   \n",
       "9           Authentication                        Endava Email Service   \n",
       "10                   Other                      Endava OpenVPN Service   \n",
       "11                            Endava Procurement Service - Standard IT   \n",
       "12                   Other      Endava Hardware Infrastructure Service   \n",
       "13       Other Peripherals              Endava Desktop Support Service   \n",
       "14                  Access                     Endava Intranet Service   \n",
       "15                   Error                    Endava Oracle Fusion HCM   \n",
       "16                 Content                          Endava RMT service   \n",
       "17         Network Cabling      Endava Hardware Infrastructure Service   \n",
       "18     Voip/IM application           Endava Skype for Business Service   \n",
       "19                   Error                    Endava Oracle Fusion HCM   \n",
       "20                   Error                    Endava Oracle Fusion HCM   \n",
       "21                   Error              Endava Non Standard IT Service   \n",
       "22          Authentication                      Endava OpenVPN Service   \n",
       "23                  Access  Endava Oracle Fusion Finance (FPP) Service   \n",
       "24                 Content                      Endava BWS CRM Service   \n",
       "25                  Access                      Endava OpenVPN Service   \n",
       "26                  Access                      Endava BWS CRM Service   \n",
       "27                  Access                      Endava BWS CRM Service   \n",
       "28                                      Endava Non Standard IT Service   \n",
       "29                   Error  Endava Oracle Fusion Finance (FPP) Service   \n",
       "...                    ...                                         ...   \n",
       "14156       Authentication                     Endava Testlink Service   \n",
       "14157                                     Service Improvement - Endava   \n",
       "14158              Content               Endava Oracle Fusion Service    \n",
       "14159                                     Service Improvement - Endava   \n",
       "14160               Laptop              Endava Desktop Support Service   \n",
       "14161           Permission                        Endava Email Service   \n",
       "14162               Access               Endava Oracle Fusion Service    \n",
       "14163       Authentication             Endava Active Directory Service   \n",
       "14164                                             Endava Email Service   \n",
       "14165              Content                Service Improvement - Endava   \n",
       "14166                Error               Endava Oracle Fusion Service    \n",
       "14167                Error                         Endava HRIS Service   \n",
       "14168              Content               Endava Oracle Fusion Service    \n",
       "14169               Access              Endava Non Standard IT Service   \n",
       "14170                Other      Endava Hardware Infrastructure Service   \n",
       "14171              Content               Endava Oracle Fusion Service    \n",
       "14172              Content                      Endava Website Service   \n",
       "14173                Error               Endava Oracle Fusion Service    \n",
       "14174                                   Endava Non Standard IT Service   \n",
       "14175                Error              Endava Non Standard IT Service   \n",
       "14176                               Endava LAN and WIFI access Service   \n",
       "14177                Error             Endava Active Directory Service   \n",
       "14178                Other              Endava Physical Access Service   \n",
       "14179       Authentication              Endava Non Standard IT Service   \n",
       "14180                Error                        Endava Email Service   \n",
       "14181               Access                          Endava GIT Service   \n",
       "14182                Error                      Endava BWS CRM Service   \n",
       "14183                                   Endava Desktop Support Service   \n",
       "14184                Error                          Endava ETS Service   \n",
       "14185       Syncronization                         Endava Voip Service   \n",
       "\n",
       "          urgency        impact  \n",
       "0        1 - High       3 - Low  \n",
       "1      2 - Medium       3 - Low  \n",
       "2         3 - Low       3 - Low  \n",
       "3      2 - Medium       3 - Low  \n",
       "4         3 - Low       3 - Low  \n",
       "5         3 - Low       3 - Low  \n",
       "6         3 - Low       3 - Low  \n",
       "7        1 - High    2 - Medium  \n",
       "8         3 - Low       3 - Low  \n",
       "9      2 - Medium       3 - Low  \n",
       "10     2 - Medium       3 - Low  \n",
       "11        3 - Low       3 - Low  \n",
       "12        3 - Low       3 - Low  \n",
       "13        3 - Low       3 - Low  \n",
       "14        3 - Low       3 - Low  \n",
       "15        3 - Low       3 - Low  \n",
       "16        3 - Low       3 - Low  \n",
       "17     2 - Medium       3 - Low  \n",
       "18        3 - Low       3 - Low  \n",
       "19        3 - Low       3 - Low  \n",
       "20        3 - Low       3 - Low  \n",
       "21     2 - Medium       3 - Low  \n",
       "22        3 - Low       3 - Low  \n",
       "23        3 - Low       3 - Low  \n",
       "24     2 - Medium       3 - Low  \n",
       "25        3 - Low       3 - Low  \n",
       "26     2 - Medium       3 - Low  \n",
       "27     2 - Medium       3 - Low  \n",
       "28        3 - Low       3 - Low  \n",
       "29     2 - Medium       3 - Low  \n",
       "...           ...           ...  \n",
       "14156     3 - Low       3 - Low  \n",
       "14157  2 - Medium       3 - Low  \n",
       "14158  2 - Medium       3 - Low  \n",
       "14159  2 - Medium       3 - Low  \n",
       "14160     3 - Low       3 - Low  \n",
       "14161  2 - Medium       3 - Low  \n",
       "14162     3 - Low       3 - Low  \n",
       "14163     3 - Low       3 - Low  \n",
       "14164    1 - High      1 - High  \n",
       "14165  2 - Medium       3 - Low  \n",
       "14166  2 - Medium       3 - Low  \n",
       "14167  2 - Medium       3 - Low  \n",
       "14168     3 - Low       3 - Low  \n",
       "14169  2 - Medium       3 - Low  \n",
       "14170     3 - Low       3 - Low  \n",
       "14171     3 - Low       3 - Low  \n",
       "14172     3 - Low       3 - Low  \n",
       "14173  2 - Medium       3 - Low  \n",
       "14174    1 - High       3 - Low  \n",
       "14175     3 - Low       3 - Low  \n",
       "14176  2 - Medium       3 - Low  \n",
       "14177     3 - Low       3 - Low  \n",
       "14178     3 - Low  0 - Security  \n",
       "14179     3 - Low       3 - Low  \n",
       "14180     3 - Low       3 - Low  \n",
       "14181  2 - Medium       3 - Low  \n",
       "14182     3 - Low       3 - Low  \n",
       "14183     3 - Low       3 - Low  \n",
       "14184  2 - Medium       3 - Low  \n",
       "14185     3 - Low       3 - Low  \n",
       "\n",
       "[14186 rows x 9 columns]"
      ]
     },
     "execution_count": 6,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "dfIncidents"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 7,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.344054Z",
     "start_time": "2018-05-15T05:03:30.327021Z"
    }
   },
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "(52582, 9)\n"
     ]
    }
   ],
   "source": [
    "# Merge incidents and requests datasets\n",
    "dfTickets = dfRequests.append(\n",
    "    dfIncidents,\n",
    "    ignore_index=True)  # set True to avoid index duplicates\n",
    "print(dfTickets.shape)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 8,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.476693Z",
     "start_time": "2018-05-15T05:03:30.347015Z"
    }
   },
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "(52570, 9)\n"
     ]
    }
   ],
   "source": [
    "# Remove duplicates\n",
    "columnsToDropDuplicates = ['body']\n",
    "dfTickets = dfTickets.drop_duplicates(columnsToDropDuplicates)\n",
    "print(dfTickets.shape)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": null,
   "metadata": {},
   "outputs": [],
   "source": []
  },
  {
   "cell_type": "code",
   "execution_count": 9,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:30.485693Z",
     "start_time": "2018-05-15T05:03:30.480689Z"
    }
   },
   "outputs": [],
   "source": [
    "# Merge 'title' and 'body' columns into single column 'body'\n",
    "# dfTickets['body'] = (dfTickets['title']+\n",
    "#   \" \" + dfTickets['body']).map(str)\n",
    "# dfTickets = dfTickets.drop(['title'], axis=1)"
   ]
  },
  {
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "## Remove text with regex"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 10,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:03:50.737918Z",
     "start_time": "2018-05-15T05:03:30.487696Z"
    }
   },
   "outputs": [
    {
     "data": {
      "text/html": [
       "<div>\n",
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       "  <thead>\n",
       "    <tr style=\"text-align: right;\">\n",
       "      <th></th>\n",
       "      <th>title</th>\n",
       "      <th>body</th>\n",
       "      <th>ticket_type</th>\n",
       "      <th>category</th>\n",
       "      <th>sub_category1</th>\n",
       "      <th>sub_category2</th>\n",
       "      <th>business_service</th>\n",
       "      <th>urgency</th>\n",
       "      <th>impact</th>\n",
       "    </tr>\n",
       "  </thead>\n",
       "  <tbody>\n",
       "    <tr>\n",
       "      <th>0</th>\n",
       "      <td>endava uptime reporting             ...</td>\n",
       "      <td>capacity reporting for september    ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Service Management</td>\n",
       "      <td>reporting</td>\n",
       "      <td>Capacity Report</td>\n",
       "      <td>Endava Reporting Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>1</th>\n",
       "      <td>add to dl</td>\n",
       "      <td>fw  continuous delivery meetup      hi i...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Access Management</td>\n",
       "      <td></td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>2</th>\n",
       "      <td>po                mihai marinescu  afi</td>\n",
       "      <td>po                 hello       x kings...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>3</th>\n",
       "      <td>set up and install latest apple osx and prep...</td>\n",
       "      <td>hi its     please open tickets and assign to m...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop OS/Application</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>4</th>\n",
       "      <td>employment changes cds</td>\n",
       "      <td>re  employment changes    hi iulia    i m...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava CDS Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>5</th>\n",
       "      <td>set       spam</td>\n",
       "      <td>fw  set        hi     i received this ema...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Endava Spam Filter Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>6</th>\n",
       "      <td>access to pas ivan danev</td>\n",
       "      <td>fw  request ritm           access to pas ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Oracle Fusion Finance (FPP) Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>7</th>\n",
       "      <td>monthly pas activities calendar  permissions</td>\n",
       "      <td>re  query     hi its     any endavan shou...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>8</th>\n",
       "      <td>security  dl membership</td>\n",
       "      <td>fw   security  dl membership    hi i...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>9</th>\n",
       "      <td>leaver form for adrian zburatura   leave dat...</td>\n",
       "      <td>leaver form for adrian zburatura   leave...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Leaver</td>\n",
       "      <td>Endava MSD Tool Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>10</th>\n",
       "      <td>spam email</td>\n",
       "      <td>fw   spam email     hi its   iana colesni...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Spam Filter Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>11</th>\n",
       "      <td>day off request</td>\n",
       "      <td>fw      day off request    hi maria     ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>12</th>\n",
       "      <td>laptop for ivan</td>\n",
       "      <td>fw      laptop for ivan    hello its    ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td></td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>13</th>\n",
       "      <td>extensions power cords for endava nets proj...</td>\n",
       "      <td>request    extensions power cords for en...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>14</th>\n",
       "      <td>x deepcool n</td>\n",
       "      <td>x deepcool n     hi folks       x ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>15</th>\n",
       "      <td>public holiday</td>\n",
       "      <td>re       public holiday    hi iulia     y...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>16</th>\n",
       "      <td>bulk leavers testing   access ca...</td>\n",
       "      <td>bulk leaver form isd interns testing  end...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Security</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Remove</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>17</th>\n",
       "      <td>fa accounts   tokens</td>\n",
       "      <td>re   fa accounts   tokens    hello     c...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>MS Shared Infrastructure SecurID Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>18</th>\n",
       "      <td>fa software tokens for ops   cristian ungurean</td>\n",
       "      <td>fa software tokens for ops    hello ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>MS Shared Infrastructure SecurID Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>19</th>\n",
       "      <td>fa software tokens for ops   raluca razec</td>\n",
       "      <td>fa software tokens for ops    hello te...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>MS Shared Infrastructure SecurID Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>20</th>\n",
       "      <td></td>\n",
       "      <td>hi its   ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>21</th>\n",
       "      <td>simona carp</td>\n",
       "      <td>hi its  ls and dragos   ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>22</th>\n",
       "      <td>en</td>\n",
       "      <td>t                                             ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>23</th>\n",
       "      <td>partial delivery</td>\n",
       "      <td>partial delivery    h...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Relocate</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>24</th>\n",
       "      <td>octavian valentin herman</td>\n",
       "      <td>orders                              ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>25</th>\n",
       "      <td>a rogen   hris access change</td>\n",
       "      <td>a rogen   hris access change    hello   ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Configuration Change</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>26</th>\n",
       "      <td>ad account getting locked</td>\n",
       "      <td>ad account getting locked    hi its    ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Maintenance</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>27</th>\n",
       "      <td>ad export   isdc</td>\n",
       "      <td>ad export     hello team      i would nee...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Application Management</td>\n",
       "      <td>Request for information</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>28</th>\n",
       "      <td>ad service account</td>\n",
       "      <td>ad service account    hello     please c...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Account Management</td>\n",
       "      <td>Add/Install</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>29</th>\n",
       "      <td>afi   employees access</td>\n",
       "      <td>re  afi   employees access    hi alina  ...</td>\n",
       "      <td>Request</td>\n",
       "      <td>Endava Security</td>\n",
       "      <td>Access Management</td>\n",
       "      <td>Request for information</td>\n",
       "      <td>Endava Physical Access Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>...</th>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "      <td>...</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52552</th>\n",
       "      <td>issues logging to testlink md</td>\n",
       "      <td>olga was granted access to testlink         sh...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Testlink Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52553</th>\n",
       "      <td>oracle fusion improvements</td>\n",
       "      <td>oracle fusion improvements      hi its   ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52554</th>\n",
       "      <td>approval stage in oracle   log time</td>\n",
       "      <td>approval stage in oracle   log tim...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52555</th>\n",
       "      <td>oracle messages</td>\n",
       "      <td>re  notification  outlook is now av...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52556</th>\n",
       "      <td>t   s doa</td>\n",
       "      <td>fw  t   s doa      hi team       please ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Desktop Hardware</td>\n",
       "      <td>Laptop</td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52557</th>\n",
       "      <td>jacob harding   obs reception endava com   acc...</td>\n",
       "      <td>access to hris      hello jacob       co...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Permission</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52558</th>\n",
       "      <td>authentication problem to endava referrals</td>\n",
       "      <td>authentication problem to endava re...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52559</th>\n",
       "      <td>endava university account</td>\n",
       "      <td>endava university account      hello    ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52560</th>\n",
       "      <td>exchange is down</td>\n",
       "      <td>exchange is down   e mail and sfb is not avail...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>1 - High</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52561</th>\n",
       "      <td>oracle timecards error</td>\n",
       "      <td>oracle timecards error         hi        ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Content</td>\n",
       "      <td>Service Improvement - Endava</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52562</th>\n",
       "      <td>cannot submit expenses</td>\n",
       "      <td>see attachment   even though i added an electr...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52563</th>\n",
       "      <td>selectminds job referral webpage is not available</td>\n",
       "      <td>selectminds job referral webpage is not a...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava HRIS Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52564</th>\n",
       "      <td>oracle update   another bug</td>\n",
       "      <td>re  oracle update      hi its    i have ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52565</th>\n",
       "      <td>taleo  sso  social sourcing    error</td>\n",
       "      <td>hris   sso  social sourcing    error    ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52566</th>\n",
       "      <td>ro backup server performance issues</td>\n",
       "      <td>fw  ro backup server performance issue...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Storage</td>\n",
       "      <td>Other</td>\n",
       "      <td>Endava Hardware Infrastructure Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52567</th>\n",
       "      <td>i am approving expenses on a project code i am...</td>\n",
       "      <td>fw  action required expense report appro...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52568</th>\n",
       "      <td>bug in endava university</td>\n",
       "      <td>bug in endava university      hello      ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Content</td>\n",
       "      <td>Endava Website Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52569</th>\n",
       "      <td>oracle fusion is not working   message   unpla...</td>\n",
       "      <td>oracle fusion is not working   message   ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Oracle Fusion Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52570</th>\n",
       "      <td>skype for business issues</td>\n",
       "      <td>fw  skype for business      hi its     i...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td></td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>1 - High</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52571</th>\n",
       "      <td>oracle timesheet error</td>\n",
       "      <td>oracle timesheet error      hi       i a...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52572</th>\n",
       "      <td>bandwidth problems in pitesti</td>\n",
       "      <td>bandwidth problems in pitesti      he...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Infrastructure Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Endava LAN and WIFI access Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52573</th>\n",
       "      <td>your password will expire in   days</td>\n",
       "      <td>re  your password will expire in   days  ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Active Directory Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52574</th>\n",
       "      <td>sensitive information access  p</td>\n",
       "      <td>re  sensitive information access  p  ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Security</td>\n",
       "      <td>Vulnerability</td>\n",
       "      <td>Other</td>\n",
       "      <td>Endava Physical Access Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>0 - Security</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52575</th>\n",
       "      <td>taleo malfunction</td>\n",
       "      <td>re  taleo malfunction      hi        ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Authentication</td>\n",
       "      <td>Endava Non Standard IT Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52576</th>\n",
       "      <td>i cannot login on my outlook account from my l...</td>\n",
       "      <td>pm  metzger petru  i cannot login on ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava Email Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52577</th>\n",
       "      <td>git space for a project   issues with adding u...</td>\n",
       "      <td>re  ritm         git space for a p...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Access</td>\n",
       "      <td>Endava GIT Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52578</th>\n",
       "      <td>error in bws</td>\n",
       "      <td>error in bws      hi guys       can you h...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Data</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava BWS CRM Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52579</th>\n",
       "      <td>connection issues</td>\n",
       "      <td>connection issues      hello       i hav...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Desktop Services</td>\n",
       "      <td>Network</td>\n",
       "      <td></td>\n",
       "      <td>Endava Desktop Support Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52580</th>\n",
       "      <td>error in ets cube reports</td>\n",
       "      <td>error in ets      hello guys       ...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>Functionality</td>\n",
       "      <td>Error</td>\n",
       "      <td>Endava ETS Service</td>\n",
       "      <td>2 - Medium</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "    <tr>\n",
       "      <th>52581</th>\n",
       "      <td>running out on mitel extensions</td>\n",
       "      <td>hello team        please be advised that we ar...</td>\n",
       "      <td>Incident</td>\n",
       "      <td>Endava Application Support</td>\n",
       "      <td>User Account</td>\n",
       "      <td>Syncronization</td>\n",
       "      <td>Endava Voip Service</td>\n",
       "      <td>3 - Low</td>\n",
       "      <td>3 - Low</td>\n",
       "    </tr>\n",
       "  </tbody>\n",
       "</table>\n",
       "<p>52570 rows × 9 columns</p>\n",
       "</div>"
      ],
      "text/plain": [
       "                                                   title  \\\n",
       "0                endava uptime reporting             ...   \n",
       "1                                              add to dl   \n",
       "2                 po                mihai marinescu  afi   \n",
       "3        set up and install latest apple osx and prep...   \n",
       "4                                 employment changes cds   \n",
       "5                                         set       spam   \n",
       "6                              access to pas ivan danev    \n",
       "7           monthly pas activities calendar  permissions   \n",
       "8                                security  dl membership   \n",
       "9        leaver form for adrian zburatura   leave dat...   \n",
       "10                                           spam email    \n",
       "11                                       day off request   \n",
       "12                                       laptop for ivan   \n",
       "13        extensions power cords for endava nets proj...   \n",
       "14                                         x deepcool n    \n",
       "15                                        public holiday   \n",
       "16                   bulk leavers testing   access ca...   \n",
       "17                                  fa accounts   tokens   \n",
       "18        fa software tokens for ops   cristian ungurean   \n",
       "19             fa software tokens for ops   raluca razec   \n",
       "20                                                         \n",
       "21                                           simona carp   \n",
       "22                                              en         \n",
       "23                                      partial delivery   \n",
       "24                              octavian valentin herman   \n",
       "25                          a rogen   hris access change   \n",
       "26                             ad account getting locked   \n",
       "27                                      ad export   isdc   \n",
       "28                                    ad service account   \n",
       "29                                afi   employees access   \n",
       "...                                                  ...   \n",
       "52552                      issues logging to testlink md   \n",
       "52553                         oracle fusion improvements   \n",
       "52554                approval stage in oracle   log time   \n",
       "52555                                    oracle messages   \n",
       "52556                                          t   s doa   \n",
       "52557  jacob harding   obs reception endava com   acc...   \n",
       "52558         authentication problem to endava referrals   \n",
       "52559                          endava university account   \n",
       "52560                                   exchange is down   \n",
       "52561                             oracle timecards error   \n",
       "52562                             cannot submit expenses   \n",
       "52563  selectminds job referral webpage is not available   \n",
       "52564                        oracle update   another bug   \n",
       "52565           taleo  sso  social sourcing    error       \n",
       "52566                ro backup server performance issues   \n",
       "52567  i am approving expenses on a project code i am...   \n",
       "52568                           bug in endava university   \n",
       "52569  oracle fusion is not working   message   unpla...   \n",
       "52570                          skype for business issues   \n",
       "52571                             oracle timesheet error   \n",
       "52572                      bandwidth problems in pitesti   \n",
       "52573               your password will expire in   days    \n",
       "52574                   sensitive information access  p    \n",
       "52575                                  taleo malfunction   \n",
       "52576  i cannot login on my outlook account from my l...   \n",
       "52577  git space for a project   issues with adding u...   \n",
       "52578                                       error in bws   \n",
       "52579                                  connection issues   \n",
       "52580                          error in ets cube reports   \n",
       "52581                    running out on mitel extensions   \n",
       "\n",
       "                                                    body ticket_type  \\\n",
       "0                capacity reporting for september    ...     Request   \n",
       "1            fw  continuous delivery meetup      hi i...     Request   \n",
       "2              po                 hello       x kings...     Request   \n",
       "3      hi its     please open tickets and assign to m...     Request   \n",
       "4           re  employment changes    hi iulia    i m...     Request   \n",
       "5           fw  set        hi     i received this ema...     Request   \n",
       "6           fw  request ritm           access to pas ...     Request   \n",
       "7           re  query     hi its     any endavan shou...     Request   \n",
       "8                fw   security  dl membership    hi i...     Request   \n",
       "9            leaver form for adrian zburatura   leave...     Request   \n",
       "10          fw   spam email     hi its   iana colesni...     Request   \n",
       "11           fw      day off request    hi maria     ...     Request   \n",
       "12           fw      laptop for ivan    hello its    ...     Request   \n",
       "13           request    extensions power cords for en...     Request   \n",
       "14                 x deepcool n     hi folks       x ...     Request   \n",
       "15          re       public holiday    hi iulia     y...     Request   \n",
       "16          bulk leaver form isd interns testing  end...     Request   \n",
       "17           re   fa accounts   tokens    hello     c...     Request   \n",
       "18               fa software tokens for ops    hello ...     Request   \n",
       "19             fa software tokens for ops    hello te...     Request   \n",
       "20                                          hi its   ...     Request   \n",
       "21                           hi its  ls and dragos   ...     Request   \n",
       "22     t                                             ...     Request   \n",
       "23                              partial delivery    h...     Request   \n",
       "24               orders                              ...     Request   \n",
       "25           a rogen   hris access change    hello   ...     Request   \n",
       "26            ad account getting locked    hi its    ...     Request   \n",
       "27          ad export     hello team      i would nee...     Request   \n",
       "28           ad service account    hello     please c...     Request   \n",
       "29           re  afi   employees access    hi alina  ...     Request   \n",
       "...                                                  ...         ...   \n",
       "52552  olga was granted access to testlink         sh...    Incident   \n",
       "52553       oracle fusion improvements      hi its   ...    Incident   \n",
       "52554              approval stage in oracle   log tim...    Incident   \n",
       "52555             re  notification  outlook is now av...    Incident   \n",
       "52556        fw  t   s doa      hi team       please ...    Incident   \n",
       "52557        access to hris      hello jacob       co...    Incident   \n",
       "52558             authentication problem to endava re...    Incident   \n",
       "52559        endava university account      hello    ...    Incident   \n",
       "52560  exchange is down   e mail and sfb is not avail...    Incident   \n",
       "52561       oracle timecards error         hi        ...    Incident   \n",
       "52562  see attachment   even though i added an electr...    Incident   \n",
       "52563       selectminds job referral webpage is not a...    Incident   \n",
       "52564        re  oracle update      hi its    i have ...    Incident   \n",
       "52565        hris   sso  social sourcing    error    ...    Incident   \n",
       "52566          fw  ro backup server performance issue...    Incident   \n",
       "52567        fw  action required expense report appro...    Incident   \n",
       "52568       bug in endava university      hello      ...    Incident   \n",
       "52569       oracle fusion is not working   message   ...    Incident   \n",
       "52570        fw  skype for business      hi its     i...    Incident   \n",
       "52571        oracle timesheet error      hi       i a...    Incident   \n",
       "52572           bandwidth problems in pitesti      he...    Incident   \n",
       "52573       re  your password will expire in   days  ...    Incident   \n",
       "52574           re  sensitive information access  p  ...    Incident   \n",
       "52575           re  taleo malfunction      hi        ...    Incident   \n",
       "52576           pm  metzger petru  i cannot login on ...    Incident   \n",
       "52577              re  ritm         git space for a p...    Incident   \n",
       "52578       error in bws      hi guys       can you h...    Incident   \n",
       "52579        connection issues      hello       i hav...    Incident   \n",
       "52580             error in ets      hello guys       ...    Incident   \n",
       "52581  hello team        please be advised that we ar...    Incident   \n",
       "\n",
       "                             category           sub_category1  \\\n",
       "0                  Service Management               reporting   \n",
       "1          Endava Application Support       Access Management   \n",
       "2             Endava Desktop Services        Desktop Hardware   \n",
       "3             Endava Desktop Services  Desktop OS/Application   \n",
       "4          Endava Application Support      Account Management   \n",
       "5          Endava Application Support      Account Management   \n",
       "6          Endava Application Support  Application Management   \n",
       "7          Endava Application Support      Account Management   \n",
       "8          Endava Application Support  Application Management   \n",
       "9          Endava Application Support      Account Management   \n",
       "10         Endava Application Support  Application Management   \n",
       "11         Endava Application Support      Account Management   \n",
       "12            Endava Desktop Services        Desktop Hardware   \n",
       "13            Endava Desktop Services        Desktop Hardware   \n",
       "14            Endava Desktop Services        Desktop Hardware   \n",
       "15         Endava Application Support  Application Management   \n",
       "16                    Endava Security       Access Management   \n",
       "17         Endava Application Support  Application Management   \n",
       "18         Endava Application Support      Account Management   \n",
       "19         Endava Application Support      Account Management   \n",
       "20            Endava Desktop Services        Desktop Hardware   \n",
       "21            Endava Desktop Services        Desktop Hardware   \n",
       "22            Endava Desktop Services        Desktop Hardware   \n",
       "23            Endava Desktop Services        Desktop Hardware   \n",
       "24            Endava Desktop Services        Desktop Hardware   \n",
       "25         Endava Application Support      Account Management   \n",
       "26         Endava Application Support  Application Management   \n",
       "27         Endava Application Support  Application Management   \n",
       "28         Endava Application Support      Account Management   \n",
       "29                    Endava Security       Access Management   \n",
       "...                               ...                     ...   \n",
       "52552      Endava Application Support            User Account   \n",
       "52553      Endava Application Support           Functionality   \n",
       "52554      Endava Application Support                    Data   \n",
       "52555      Endava Application Support           Functionality   \n",
       "52556         Endava Desktop Services        Desktop Hardware   \n",
       "52557      Endava Application Support            User Account   \n",
       "52558      Endava Application Support           Functionality   \n",
       "52559      Endava Application Support            User Account   \n",
       "52560      Endava Application Support           Functionality   \n",
       "52561      Endava Application Support                    Data   \n",
       "52562      Endava Application Support           Functionality   \n",
       "52563      Endava Application Support           Functionality   \n",
       "52564      Endava Application Support           Functionality   \n",
       "52565      Endava Application Support           Functionality   \n",
       "52566  Endava Infrastructure Services                 Storage   \n",
       "52567      Endava Application Support           Functionality   \n",
       "52568      Endava Application Support           Functionality   \n",
       "52569      Endava Application Support           Functionality   \n",
       "52570      Endava Application Support           Functionality   \n",
       "52571      Endava Application Support                    Data   \n",
       "52572  Endava Infrastructure Services                 Network   \n",
       "52573      Endava Application Support            User Account   \n",
       "52574                        Security           Vulnerability   \n",
       "52575      Endava Application Support            User Account   \n",
       "52576      Endava Application Support           Functionality   \n",
       "52577      Endava Application Support           Functionality   \n",
       "52578      Endava Application Support                    Data   \n",
       "52579         Endava Desktop Services                 Network   \n",
       "52580      Endava Application Support           Functionality   \n",
       "52581      Endava Application Support            User Account   \n",
       "\n",
       "                 sub_category2                            business_service  \\\n",
       "0              Capacity Report                    Endava Reporting Service   \n",
       "1                                                     Endava Email Service   \n",
       "2                  Add/Install              Endava Desktop Support Service   \n",
       "3                  Add/Install              Endava Non Standard IT Service   \n",
       "4                  Add/Install                          Endava CDS Service   \n",
       "5         Configuration Change                  Endava Spam Filter Service   \n",
       "6                  Add/Install  Endava Oracle Fusion Finance (FPP) Service   \n",
       "7         Configuration Change                        Endava Email Service   \n",
       "8                  Add/Install                        Endava Email Service   \n",
       "9                       Leaver                     Endava MSD Tool Service   \n",
       "10                 Add/Install                  Endava Spam Filter Service   \n",
       "11        Configuration Change                         Endava HRIS Service   \n",
       "12                                          Endava Desktop Support Service   \n",
       "13                 Add/Install              Endava Desktop Support Service   \n",
       "14                 Add/Install              Endava Desktop Support Service   \n",
       "15                 Add/Install                         Endava HRIS Service   \n",
       "16                      Remove              Endava Non Standard IT Service   \n",
       "17        Configuration Change    MS Shared Infrastructure SecurID Service   \n",
       "18                 Add/Install    MS Shared Infrastructure SecurID Service   \n",
       "19                 Add/Install    MS Shared Infrastructure SecurID Service   \n",
       "20                 Add/Install              Endava Desktop Support Service   \n",
       "21                 Add/Install              Endava Desktop Support Service   \n",
       "22                 Add/Install              Endava Desktop Support Service   \n",
       "23                    Relocate              Endava Desktop Support Service   \n",
       "24                 Add/Install              Endava Desktop Support Service   \n",
       "25        Configuration Change                         Endava HRIS Service   \n",
       "26                 Maintenance              Endava Desktop Support Service   \n",
       "27     Request for information              Endava Non Standard IT Service   \n",
       "28                 Add/Install             Endava Active Directory Service   \n",
       "29     Request for information              Endava Physical Access Service   \n",
       "...                        ...                                         ...   \n",
       "52552           Authentication                     Endava Testlink Service   \n",
       "52553                                         Service Improvement - Endava   \n",
       "52554                  Content               Endava Oracle Fusion Service    \n",
       "52555                                         Service Improvement - Endava   \n",
       "52556                   Laptop              Endava Desktop Support Service   \n",
       "52557               Permission                        Endava Email Service   \n",
       "52558                   Access               Endava Oracle Fusion Service    \n",
       "52559           Authentication             Endava Active Directory Service   \n",
       "52560                                                 Endava Email Service   \n",
       "52561                  Content                Service Improvement - Endava   \n",
       "52562                    Error               Endava Oracle Fusion Service    \n",
       "52563                    Error                         Endava HRIS Service   \n",
       "52564                  Content               Endava Oracle Fusion Service    \n",
       "52565                   Access              Endava Non Standard IT Service   \n",
       "52566                    Other      Endava Hardware Infrastructure Service   \n",
       "52567                  Content               Endava Oracle Fusion Service    \n",
       "52568                  Content                      Endava Website Service   \n",
       "52569                    Error               Endava Oracle Fusion Service    \n",
       "52570                                       Endava Non Standard IT Service   \n",
       "52571                    Error              Endava Non Standard IT Service   \n",
       "52572                                   Endava LAN and WIFI access Service   \n",
       "52573                    Error             Endava Active Directory Service   \n",
       "52574                    Other              Endava Physical Access Service   \n",
       "52575           Authentication              Endava Non Standard IT Service   \n",
       "52576                    Error                        Endava Email Service   \n",
       "52577                   Access                          Endava GIT Service   \n",
       "52578                    Error                      Endava BWS CRM Service   \n",
       "52579                                       Endava Desktop Support Service   \n",
       "52580                    Error                          Endava ETS Service   \n",
       "52581           Syncronization                         Endava Voip Service   \n",
       "\n",
       "          urgency        impact  \n",
       "0         3 - Low       3 - Low  \n",
       "1         3 - Low       3 - Low  \n",
       "2         3 - Low       3 - Low  \n",
       "3         3 - Low       3 - Low  \n",
       "4         3 - Low       3 - Low  \n",
       "5         3 - Low       3 - Low  \n",
       "6         3 - Low       3 - Low  \n",
       "7         3 - Low       3 - Low  \n",
       "8         3 - Low       3 - Low  \n",
       "9         3 - Low       3 - Low  \n",
       "10        3 - Low       3 - Low  \n",
       "11        3 - Low       3 - Low  \n",
       "12        3 - Low       3 - Low  \n",
       "13        3 - Low       3 - Low  \n",
       "14        3 - Low       3 - Low  \n",
       "15        3 - Low       3 - Low  \n",
       "16        3 - Low       3 - Low  \n",
       "17        3 - Low       3 - Low  \n",
       "18        3 - Low       3 - Low  \n",
       "19        3 - Low       3 - Low  \n",
       "20        3 - Low       3 - Low  \n",
       "21        3 - Low       3 - Low  \n",
       "22        3 - Low       3 - Low  \n",
       "23        3 - Low       3 - Low  \n",
       "24        3 - Low       3 - Low  \n",
       "25        3 - Low       3 - Low  \n",
       "26        3 - Low       3 - Low  \n",
       "27        3 - Low       3 - Low  \n",
       "28        3 - Low       3 - Low  \n",
       "29        3 - Low       3 - Low  \n",
       "...           ...           ...  \n",
       "52552     3 - Low       3 - Low  \n",
       "52553  2 - Medium       3 - Low  \n",
       "52554  2 - Medium       3 - Low  \n",
       "52555  2 - Medium       3 - Low  \n",
       "52556     3 - Low       3 - Low  \n",
       "52557  2 - Medium       3 - Low  \n",
       "52558     3 - Low       3 - Low  \n",
       "52559     3 - Low       3 - Low  \n",
       "52560    1 - High      1 - High  \n",
       "52561  2 - Medium       3 - Low  \n",
       "52562  2 - Medium       3 - Low  \n",
       "52563  2 - Medium       3 - Low  \n",
       "52564     3 - Low       3 - Low  \n",
       "52565  2 - Medium       3 - Low  \n",
       "52566     3 - Low       3 - Low  \n",
       "52567     3 - Low       3 - Low  \n",
       "52568     3 - Low       3 - Low  \n",
       "52569  2 - Medium       3 - Low  \n",
       "52570    1 - High       3 - Low  \n",
       "52571     3 - Low       3 - Low  \n",
       "52572  2 - Medium       3 - Low  \n",
       "52573     3 - Low       3 - Low  \n",
       "52574     3 - Low  0 - Security  \n",
       "52575     3 - Low       3 - Low  \n",
       "52576     3 - Low       3 - Low  \n",
       "52577  2 - Medium       3 - Low  \n",
       "52578     3 - Low       3 - Low  \n",
       "52579     3 - Low       3 - Low  \n",
       "52580  2 - Medium       3 - Low  \n",
       "52581     3 - Low       3 - Low  \n",
       "\n",
       "[52570 rows x 9 columns]"
      ]
     },
     "execution_count": 10,
     "metadata": {},
     "output_type": "execute_result"
    }
   ],
   "source": [
    "# Select columns for cleaning\n",
    "columnsToClean = ['body', 'title']\n",
    "\n",
    "# Create list of regex to remove sensitive data\n",
    "# Clean dataset and remove sensitive data\n",
    "cleanDataset(dfTickets, columnsToClean, getRegexList())\n"
   ]
  },
  {
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "\n",
    "## Remove all non english words + names + blacklisted\n"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 11,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:04:03.245842Z",
     "start_time": "2018-05-15T05:03:50.739917Z"
    }
   },
   "outputs": [],
   "source": [
    "# Firstly load english words dataset and names dataset\n",
    "# dfWordsEn = package.run('EnglishWords.dprep', dataflow_idx=0)\n",
    "# dfWordsEn = package.run('EnglishWordsAlpha.dprep', dataflow_idx=0)\n",
    "# dfWordsEn = package.run('EnglishWordsMerged.dprep', dataflow_idx=0)\n",
    "dfWordsEn = package.run('WordsEn.dprep', dataflow_idx=0)\n",
    "dfFirstNames = package.run('FirstNames.dprep', dataflow_idx=0)\n",
    "dfBlackListWords = package.run('WordsBlacklist.dprep', dataflow_idx=0)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 12,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:04:03.324356Z",
     "start_time": "2018-05-15T05:04:03.253362Z"
    }
   },
   "outputs": [],
   "source": [
    "# Transform all words to lower case\n",
    "dfWordsEn['Line'] = dfWordsEn['Line'].str.lower()\n",
    "dfFirstNames['Line'] = dfFirstNames['Line'].str.lower()\n",
    "dfBlackListWords['Line'] = dfBlackListWords['Line'].str.lower()"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 13,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:04:03.450004Z",
     "start_time": "2018-05-15T05:04:03.326354Z"
    }
   },
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "Shape before removing first names from    english words dataset: (109583, 1)\n",
      "Shape after removing first names from english words dataset: (108740, 2)\n"
     ]
    }
   ],
   "source": [
    "# Merge datasets removing names from English words dataset\n",
    "print(\"Shape before removing first names from\\\n",
    "    english words dataset: \"+str(dfWordsEn.shape))\n",
    "dfWords = dfWordsEn.merge(\n",
    "    dfFirstNames.drop_duplicates(),\n",
    "    on=['Line'], how='left', indicator=True)\n",
    "\n",
    "# Select words without names only\n",
    "dfWords = dfWords.loc[dfWords['_merge'] == 'left_only']\n",
    "print(\"Shape after removing first names from \\\n",
    "english words dataset: \"+str(dfWords.shape))\n",
    "dfWords = dfWords.drop(\"_merge\", axis=1)  # Drop merge indicator column"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 14,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:04:03.572210Z",
     "start_time": "2018-05-15T05:04:03.453004Z"
    }
   },
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "Shape before removing blacklisted    words from english ords dataset: (108740, 1)\n",
      "Shape after removing blacklisted words from english words dataset: (108333, 2)\n"
     ]
    }
   ],
   "source": [
    "# Merge datasets removing blacklisted words\n",
    "print(\"Shape before removing blacklisted\\\n",
    "    words from english ords dataset: \"+str(dfWords.shape))\n",
    "dfWords = dfWords.merge(\n",
    "    dfBlackListWords.drop_duplicates(),\n",
    "    on=['Line'], how='left', indicator=True)\n",
    "\n",
    "# Select words\n",
    "dfWords = dfWords.loc[dfWords['_merge'] == 'left_only']\n",
    "print(\"Shape after removing blacklisted \\\n",
    "words from english words dataset: \"+str(dfWords.shape))"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 15,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:18:45.859543Z",
     "start_time": "2018-05-15T05:04:03.575174Z"
    }
   },
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "(52570, 9)\n",
      "(52570, 9)\n",
      "(52570, 9)\n"
     ]
    }
   ],
   "source": [
    "print(dfTickets.shape)\n",
    "# Remove non english words and names\n",
    "dfTickets['body'] = dfTickets['body'].apply(\n",
    "    lambda emailBody: removeNonEnglish(emailBody, dfWords['Line']))\n",
    "print(dfTickets.shape)\n",
    "dfTickets['title'] = dfTickets['title'].apply(\n",
    "    lambda emailBody: removeNonEnglish(emailBody, dfWords['Line']))\n",
    "print(dfTickets.shape)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 16,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:18:45.989618Z",
     "start_time": "2018-05-15T05:18:45.862576Z"
    }
   },
   "outputs": [
    {
     "name": "stdout",
     "output_type": "stream",
     "text": [
      "Before removing empty: (52570, 9)\n",
      "After removing empty: (52531, 9)\n",
      "After removing duplicates: (48377, 9)\n"
     ]
    }
   ],
   "source": [
    "# Remove empty strings and null rows after removing non english words\n",
    "print(\"Before removing empty: \" + str(dfTickets.shape))\n",
    "dfTickets = dfTickets[dfTickets.body != \" \"]\n",
    "dfTickets = dfTickets[dfTickets.body != \"\"]\n",
    "dfTickets = dfTickets[~dfTickets.body.isnull()]\n",
    "print(\"After removing empty: \" + str(dfTickets.shape))\n",
    "\n",
    "# Remove duplicates x2\n",
    "columnsToDropDuplicates = ['body']\n",
    "dfTickets = dfTickets.drop_duplicates(columnsToDropDuplicates)\n",
    "print(\"After removing duplicates:\",dfTickets.shape)"
   ]
  },
  {
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "## Data encryption and anonymization using LabelEncoder "
   ]
  },
  {
   "cell_type": "code",
   "execution_count": 17,
   "metadata": {
    "ExecuteTime": {
     "end_time": "2018-05-15T05:18:47.070537Z",
     "start_time": "2018-05-15T05:18:45.992618Z"
    }
   },
   "outputs": [],
   "source": [
    "# Select columns for encryption\n",
    "columnsToEncrypt = [\n",
    "    'category', 'sub_category1', 'sub_category2',\n",
    "    'business_service', 'urgency',\n",
    "    'impact', 'ticket_type'\n",
    "]\n",
    "\n",
    "# Encrypt data for each of selected columns\n",
    "dfTickets = encryptColumnsCollection(dfTickets, columnsToEncrypt)"
   ]
  },
  {
   "cell_type": "markdown",
   "metadata": {},
   "source": [
    "## Save dataset and removed words to csv"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": null,
   "metadata": {},
   "outputs": [],
   "source": [
    "# Save cleaned and encrypted dataset back to csv without indexes\n",
    "dfTickets.to_csv('all_tickets.csv', index=False, index_label=False)"
   ]
  },
  {
   "cell_type": "code",
   "execution_count": null,
   "metadata": {},
   "outputs": [],
   "source": [
    "sortedRemovedWordsList = np.sort(removedWordsList)\n",
    "dfx = pd.DataFrame(sortedRemovedWordsList)\n",
    "dfx.to_csv(\"removed_words.csv\", index=False, index_label=False)"
   ]
  }
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