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 of the right resolver to the ticket. Despite that many ticket management systems are available, ticket routing in these systems is 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 relationships among various expert groups in ticket routing. Based on this network, our system then provides routing recommendations to new tickets. Our experimental studies on 1.4 million real-world problem tickets show that on average, EasyTicket can improve the efficiency of ticket routing by 35%.

REFERENCES

• 1: Christopher S. Campbell , Paul P. Maglio , Alex Cozzi , Byron Dom, Expertise identification using email communications, Proceedings of the twelfth international conference on Information and knowledge management, November 03-08, 2003, New Orleans, LA, USA [doi>10.1145/956863.956965]
• 2: W. Gaaloul, S. Bhiri, and C. Godart. Discovering workflow transactional behavior from event-based log. In Proc 12th Int'l Conf. CoopIS, 2004.
• 3: Henry Kautz, Bart Selman, and Mehul Shah. Referral web: combining social networks and collaborative filtering. 1997.
• 4: Qihong Shao , Yi Chen , Shu Tao , Xifeng Yan , Nikos Anerousis, Efficient ticket routing by resolution sequence mining, Proceeding of the 14th ACM SIGKDD international conference on Knowledge discovery and data mining, August 24-27, 2008, Las Vegas, Nevada, USA [doi>10.1145/1401890.1401964]

INDEX TERMS

Primary Classification:
  H. Information Systems
  H.2 DATABASE MANAGEMENT
      H.2.4 Systems
          Subjects: Query processing

Additional Classification:
  H. Information Systems
  H.2 DATABASE MANAGEMENT
      H.2.4 Systems
          Subjects: Distributed databases
      H.2.8 Database applications
          Subjects: Data mining
  H.3 INFORMATION STORAGE AND RETRIEVAL
      H.3.3 Information Search and Retrieval
          Subjects: Query formulation
      H.3.4 Systems and Software
          Subjects: Performance evaluation (efficiency and effectiveness)

General Terms:
Algorithms, Design, Management, Performance