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39
Generative models for ticket resolution in expert networks
- In KDD
, 2010
"... Ticket resolution is a critical, yet challenging, aspect of the delivery of IT services. A large service provider needs to handle, on a daily basis, thousands of tickets that report various types of problems. Many of those tickets bounce among multiple expert groups before being transferred to the g ..."
Abstract
-
Cited by 8 (2 self)
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Ticket resolution is a critical, yet challenging, aspect of the delivery of IT services. A large service provider needs to handle, on a daily basis, thousands of tickets that report various types of problems. Many of those tickets bounce among multiple expert groups before being transferred
Efficient ticket routing by resolution sequence mining
- In KDD ’08
, 2008
"... IT problem management calls for quick identification of resolvers to reported problems. The efficiency of this process highly depends on ticket routing—transferring problem ticket among various expert groups in search of the right resolver to the ticket. To achieve efficient ticket routing, wise dec ..."
Abstract
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Cited by 13 (6 self)
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decision needs to be made at each step of ticket transfer to determine which expert group is likely to be, or to lead to the resolver. In this paper, we address the possibility of improving ticket routing efficiency by mining ticket resolution sequences alone, without accessing ticket content
Content-aware resolution sequence mining for ticket routing, in
- In Proceedings of the 8th International Conference on Business Process Management (BPM
, 2010
"... Abstract. 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 groups, to search for the right resolver. In this paper, we study the problem of using historical ticket data ..."
Abstract
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Cited by 3 (1 self)
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to make smarter routing recommendations for new tickets, so as to improve the efficiency of ticket routing, in terms of the Mean number of Steps To Resolve (MSTR) a ticket. Previous studies on this problem have been focusing on mining ticket resolution sequences to generate more informed routing
TARP: Ticket-based Address Resolution Protocol
"... IP networks fundamentally rely on the Address Resolution Protocol (ARP) for proper operation. Unfortunately, vulnerabilities in the ARP protocol enable a raft of IP-based impersonation, man-in-the-middle, or DoS attacks. Proposed countermeasures to these vulnerabilities have yet to simultaneously ad ..."
Abstract
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Cited by 13 (0 self)
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address backward compatibility and cost requirements. This paper introduces the Ticket-based Address Resolution Protocol (TARP). TARP implements security by distributing centrally issued secure MAC/IP address mapping attestations through existing ARP messages. We detail the TARP protocol and its
EasyTicket: A Ticket Routing Recommendation Engine for Enterprise Problem Resolution ABSTRACT
"... Managing problem tickets is a key issue in IT service industry. A large service provider may handle thousands of problem tickets from its customers on a daily basis. The efficiency of processing these tickets highly depends on ticket routing—transferring problem tickets among expert groups in search ..."
Abstract
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Cited by 3 (2 self)
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Managing problem tickets is a key issue in IT service industry. A large service provider may handle thousands of problem tickets from its customers on a daily basis. The efficiency of processing these tickets highly depends on ticket routing—transferring problem tickets among expert groups
Towards an Optimized Model of Incident Ticket Correlation
"... Keywords—incident ticket, incident management Abstract—In recent years, IT Service Management (ITSM) has become one of the most researched areas of IT. Incident and Problem Management are two of the Service Operation processes in the IT Infrastructure Library (ITIL). These two processes aim to recog ..."
Abstract
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Cited by 4 (2 self)
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would increase productivity and therefore reduce the cost of incident resolution In this paper, we propose a model to correlate incident tickets based on three criteria. First, we employ a category-based correlation that relies on matching service identifiers with associated resource identifiers, using
Recommending Resolutions for Problems Identified by Monitoring
"... Service Providers are facing an increasingly intense competitive landscape and growing industry requirements. Modern service infrastructure management focuses on the development of methodologies and tools for improving the efficiency and quality of service. It is desirable to run a service in a full ..."
Abstract
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Cited by 2 (2 self)
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generate incident tickets or event tickets. Repeating events generate similar event tickets, which in turn have a vast number of repeated problem resolutions likely to be found in earlier tickets. We apply a recommendation systems approach to resolution of event tickets. In addition, we extend
eRA Introduces a New Help Desk Ticketing System NEW CAPABILITIES INTUITIVE, CUSTOMIZED INTERFACE
"... choices to categorize the help you are seeking; option for attachments and your preferred contact option. GLOBAL ALERT A tab, ”Globals, ” and/or pop-up to inform you of any ongoing widespread system issues and the option to subscribe for email notifications to be informed of resolution of a global i ..."
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choices to categorize the help you are seeking; option for attachments and your preferred contact option. GLOBAL ALERT A tab, ”Globals, ” and/or pop-up to inform you of any ongoing widespread system issues and the option to subscribe for email notifications to be informed of resolution of a global
Assessing Expertise Awareness in Resolution Networks
"... Problem resolution is a key issue in the IT service industry. A large service provider handles, on daily basis, thousands of tickets that report various types of problems from its customers. The efficiency of this process highly depends on the effective interactions among various expert groups, in s ..."
Abstract
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Problem resolution is a key issue in the IT service industry. A large service provider handles, on daily basis, thousands of tickets that report various types of problems from its customers. The efficiency of this process highly depends on the effective interactions among various expert groups
USENIX Association 10th USENIX Symposium on Networked Systems Design and Implementation (NSDI ’13) 127 Juggling the Jigsaw: Towards Automated Problem Inference from Network Trouble Tickets
"... This paper presents NetSieve, a system that aims to do automated problem inference from network trouble tick-ets. Network trouble tickets are diaries comprising fixed fields and free-form text written by operators to docu-ment the steps while troubleshooting a problem. Un-fortunately, while tickets ..."
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language text in network tick-ets to infer the problem symptoms, troubleshooting ac-tivities and resolution actions. Our system, NetSieve, combines statistical natural language processing (NLP), knowledge representation, and ontology modeling to achieve these goals. To cope with ambiguity in free-form text
Results 1 - 10
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39
