EasyTicket: a ticket routing recommendation engine for enterprise problem resolution

Managing problem tickets is a key issue in the IT services industry. A large service provider may handle thousands of problem tickets from its customer on daily basis. The efficiency of processing these tickets highly depends on ticket routing--transferring problem tickets among expert groups in search of the right resolver to the ticket. Despite that many ticket management systems are available, ticket routing in these systems are still manually operated by support personnel. In this demo, we introduce EasyTicket, a ticket routing recommendation engine that helps automate this process. By mining ticket history data, we model an enterprise social network that represents the functional relationship among various expert groups in ticket routing. Based on this model, our system then provides routing recommendations to new tickets. Our demo runs on a large

• Type: Journal
• Year: 2008
• Where: PVLDB
• Authors: Qihong Shao, Yi Chen, Shu Tao, Xifeng Yan, Nikos Anerousis
• Keywords: Problem Tickets, PVLDB 2008, Routing, Ticket Routing