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PVLDB
2008
137views more  PVLDB 2008»
13 years 11 months ago
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 efficie...
Qihong Shao, Yi Chen, Shu Tao, Xifeng Yan, Nikos A...
BPM
2010
Springer
128views Business» more  BPM 2010»
13 years 11 months ago
Content-Aware Resolution Sequence Mining for Ticket Routing
Ticket routing is key to the efficiency of IT problem management. Due to the complexity of many reported problems, problem tickets typically need to be routed among various expert ...
Peng Sun, Shu Tao, Xifeng Yan, Nikos Anerousis, Yi...
LISA
2007
14 years 1 months ago
PDA: A Tool for Automated Problem Determination
Problem determination remains one of the most expensive and time-consuming functions in system management due to the difficulty in automating what is essentially a highly experien...
Hai Huang, Raymond B. Jennings III, Yaoping Ruan, ...