Retrieving relevant reports from a customer engagement repository

Customers of modern enterprise applications commonly engage the vendor of the application for onsite troubleshooting and fine tuning of large deployments. The results of these engagements are documented in customer engagement reports. The reports contain valuable information about the observed symptoms, identified problems, attempted workarounds and the final solution. Such information is valuable in supporting analysts in future engagements. Engagement reports are stored in a customer engagement repository. Retrieving relevant reports from such a repository is usually ad-hoc and is based on using basic text search. We present a technique to retrieve relevant reports from an engagement repository. The technique takes as input an execution log for a particular deployment and retrieves relevant engagement reports. The technique identifies relevant reports by comparing execution logs attached to the report stored in the engagement repository. The technique returns two types of relevant r...

• Type: Conference
• Year: 2008
• Where: ICSM
• Authors: Dharmesh Thakkar, Zhen Ming Jiang, Ahmed E. Hassan, Gilbert Hamann, Parminder Flora
• Keywords: Engagement Reports, Engagement Repository, ICSM 2008, Relevant Reports, Software Engineering