Untitled

import pandas as pd
from sklearn.preprocessing import LabelEncoder

ticket_data=pd.read_csv("ticket_data.csv")

def feature_engineering():
    

data=ticket_data[['ticket_category','ticket_type', 'ticket_item', 'ticket_summary', 'ticket_severity','ticket_resolution_date',
                  'response_sla_violated', 'resolution_sla_violated','created_date','reopen_count','person_who_resolved','owner_user_id',
                 'role_name']]

data.head()

# Convert the 'creation_date' and 'resolution_date' columns to datetime

data['created_date']=pd.to_datetime(data['created_date'])
data['ticket_resolution_date']=pd.to_datetime(data['ticket_resolution_date'])
data['ticket_resolution_time']=data.apply(lambda row:row['ticket_resolution_date']-row['created_date'],axis=1)

## removing three columns and getting a final dataframe for building

data.drop(columns=['response_sla_violated','ticket_resolution_date','created_date'],axis=1,inplace=True)

## Performing Encoding for Categorical Columns-



label_enc= LabelEncoder()
data['ticket_category']=label_enc.fit_transform(data['ticket_category'])
data['ticket_type']=label_enc.fit_transform(data['ticket_type'])
data['ticket_item']=label_enc.fit_transform(data['ticket_item'])
data['ticket_severity']=label_enc.fit_transform(data['ticket_severity'])
data['ticket_summary']=label_enc.fit_transform(data['ticket_summary'])
data['resolution_sla_violated'] = label_enc.fit_transform(data['resolution_sla_violated'])
#data['role_name']=label_enc.fit_transform(data['role_name'])
#data['person_who_resolved']=label_enc.fit_transform(data['person_who_resolved'])