Need Help on Dealing with IT operational Incident data.

Hi, I need one help, I have incident data, I want to build a model for this data to predict level 1. I have short_descrption as a feature. Earlier we were using the rule-based algorithm to classify the level 1, but the issue was with this approach to writing the rule manually. Which was taking hell lot of time?
Can anyone share his/her thought or guide me on how to proceed?

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