1. A computer-implemented method, comprising: analyzing a plurality of communication logs associated with a query related to an information technology issue to determine one or more discourse relationships between the plurality of communication logs, wherein each of the plurality of communication logs comprises (i) a description of one or more actions taken in connection with the information technology issue, (ii) a status related to the one or more actions taken, and (iii) identification of a group carrying out the one or more actions; generating a hierarchical structure representing the plurality of communication logs and the one or more determined discourse relationships, wherein said generating the hierarchical structure comprises generating a discourse graph representing the plurality of communication logs and the one or more determined discourse relationships, wherein individual log entities form vertices of the discourse graph and the one or more determined discourse relationships form one or more directed edges in the discourse graph; deriving a log reliability graph from the discourse graph by assigning each of the plurality of communication logs in the discourse graph a weight, wherein the weight indicates an amount contextual similarity of the communication log's description with the query; associating the query with one or more classified queries by (i) determining one or more patterns in the log reliability graph and (ii) comparing the one or more determined patterns to patterns associated with multiple historical log reliability graphs associated with classified queries; and determining one or more information technology issue categories applicable to the query based on said associating; wherein the steps are carried out by at least one computing device.
1. A computer-implemented method, comprising: analyzing a plurality of communication logs associated with a query related to an information technology issue to determine one or more discourse relationships between the plurality of communication logs, wherein each of the plurality of communication logs comprises (i) a description of one or more actions taken in connection with the information technology issue, (ii) a status related to the one or more actions taken, and (iii) identification of a group carrying out the one or more actions; generating a hierarchical structure representing the plurality of communication logs and the one or more determined discourse relationships, wherein said generating the hierarchical structure comprises generating a discourse graph representing the plurality of communication logs and the one or more determined discourse relationships, wherein individual log entities form vertices of the discourse graph and the one or more determined discourse relationships form one or more directed edges in the discourse graph; deriving a log reliability graph from the discourse graph by assigning each of the plurality of communication logs in the discourse graph a weight, wherein the weight indicates an amount contextual similarity of the communication log's description with the query; associating the query with one or more classified queries by (i) determining one or more patterns in the log reliability graph and (ii) comparing the one or more determined patterns to patterns associated with multiple historical log reliability graphs associated with classified queries; and determining one or more information technology issue categories applicable to the query based on said associating; wherein the steps are carried out by at least one computing device. 4. The computer-implemented method of claim 1 , wherein the one or more discourse relationships comprise at least a contrast relationship, wherein, in the hierarchical structure, if an edge between a first vertex directed towards a second vertex comprises a contrast relationship, then an entity associated with the second vertex is unlikely to be applicable to the query.